Description

You will design and develop user-centered solutions for call center operations and customer-facing tools using AWS Connect.

Responsibilities

• Lead the design of user interfaces for self-service portals, IVR systems, chatbots, and agent dashboards.
• Develop wireframes, prototypes, and high-fidelity mockups to communicate design ideas to stakeholders.
• Design and develop AWS Connect contact flows, routing strategies, and integrations with CRM systems like Salesforce or Zendesk.
• Build backend logic using AWS Lambda and customize solutions with Amazon Lex, Polly, and CloudWatch.
• Conduct usability testing, A/B testing, and user research to validate design decisions.
• Monitor solution performance and iterate on designs based on real-time analytics and user feedback.

Required Skills

• 5+ years of experience in UX/UI design and development.
• Expertise in AWS Connect and associated AWS services.
• Proficiency in front-end development including HTML, CSS, and JavaScript.
• Experience with serverless architectures and AWS Lambda.
• Hands-on experience with Salesforce or Zendesk integrations.
• Ability to use CloudWatch for performance monitoring.
• Experience working within Jira for project tracking.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree