UI/UX Designer

Job Title Sr. UX/UI Designer and Developer

Location: 9603 S Meridian Blvd, Englewood, CO 80112

Pay Rate: $60-$65

Contract Duration: 3-month contract to hire

Overview: Brooksource is looking for Senior UX/UI Designer who is interested in gaining expertise in AWS Connect. In this role, you will be responsible for designing and implementing seamless, user-centered solutions for call center operations and customer-facing tools. You will leverage your knowledge to create high-quality experiences for both agents and customers, optimizing customer journeys and streamlining agent workflows. The ideal candidate will have strong experience in both UX/UI design.

Skill Set

• 5 years of experience with UX/UI design understanding design principle and best practices
• Experience designing front end applications with an emphasis on designing for call center or customer service environments
• Ability to evaluate current builds and make recommendations on how to improve these designs to provide a better customer experience
• Proficiency in front-end development (HTML, CSS, JavaScript)

Proficiency in using design tools (ex: Figma, Sketch, AdobeXD, etc) an experience creating high-fidelity prototypes, wireframes, and interactive designs

Responsibilities

UX/UI Design for Call Centers & Customer Tools:

• Lead the design of user interfaces for customer-facing tools, including self-service portals, IVR systems, chatbots, and agent dashboards, ensuring a seamless and intuitive experience across all touchpoints.
• Develop wireframes, prototypes, and high-fidelity mockups to communicate design ideas clearly and effectively to stakeholders and development teams.
• Use a user-centered design approach to gather feedback, iterate on designs, and continuously improve the usability and performance of call center and customer service tools.
• Work closely with the product and customer service teams to understand business requirements and translate them into user-friendly interfaces that enhance agent productivity and customer satisfaction.

AWS Connect Solution Design & Development:

• Design and develop AWS Connect contact flows, IVR systems, routing strategies, and other customer service tools to enhance both the customer and agent experience.
• Build and configure AWS Connect integrations with third-party applications (e.g., CRM systems like Salesforce, Zendesk) to improve operational efficiency and provide a unified customer experience.
• Leverage AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and Amazon CloudWatch to customize AWS Connect solutions and implement automation, AI-powered self-service options, and more.
• Optimize AWS Connect features and integrations based on real-time performance analytics and user feedback.

Collaboration & Cross-Functional Leadership:

• Collaborate with cross-functional teams, including development, IT, product management, and customer service, to ensure that design solutions are feasible, meet business objectives, and align with technical capabilities.
• Provide mentorship and guidance to junior designers and developers, promoting best practices for both design and development processes.
• Act as a subject matter expert in AWS Connect and UX/UI design, driving the strategy for creating high-quality, scalable customer service solutions.

Testing, Prototyping & Validation:

• Conduct usability testing, A/B testing, and user research to validate design decisions and gather insights for ongoing improvement.
• Develop and test prototypes to demonstrate new features or design improvements in AWS Connect and customer-facing tools.
• Iterate on designs based on user feedback and performance metrics, continuously refining both user interfaces and system functionality.

Performance Monitoring & Optimization:

• Monitor the performance of AWS Connect solutions, analyzing data and feedback to identify areas for improvement and optimization.
• Work with the data and analytics team to track customer service KPIs and implement design or development changes to improve key metrics such as first-call resolution, customer satisfaction, and agent efficiency.

Interview Process: First round interview with the hiring manager and her team onsite. Second round interview with the VP of this organization.

Team overview: There are 17 people on the team right now across developers, a BA and a Product Owner. They will be completing their AWS Connect migration efforts by the end of May.

Eight Eleven Group (Brooksource) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.