Description

Key Responsibilities

• Design user flows, wireframes, prototypes, and high-fidelity UI designs using Figma.
• Translate business requirements and user needs into intuitive UX solutions.
• Design experiences for complex workflows, dashboards, and enterprise applications.
• Conduct or participate in user research, usability testing, journey mapping, and design validation.
• Build and maintain reusable components, design systems, and interaction patterns in Figma.
• Collaborate with Product, Engineering, and business teams throughout the product development lifecycle.
• Understand and optimize contact center agent journeys, including call handling and customer interaction workflows.
• Design experiences that improve agent productivity, reduce complexity, and minimize unnecessary steps/clicks.
• Clearly communicate design rationale and incorporate stakeholder and user feedback.

Required Skills

• 5+ years of experience in UX/Product Design.
• Strong hands-on proficiency with Figma, including components, Auto Layout, prototyping, and design libraries.
• Strong knowledge of UX principles, interaction design, information architecture, and usability.
• Experience designing complex enterprise or workflow-driven applications.
• Ability to create journey maps, personas, wireframes, prototypes, and detailed UX specifications.
• Experience working with Product Managers and Engineering teams in an Agile environment.
• Strong communication and stakeholder-management skills.
• Portfolio demonstrating end-to-end UX design work and problem-solving approach.

Preferred / Nice-to-Have

• Experience designing Contact Center or Agent Desktop experiences.
• Understanding of contact center call flows, including IVR-to-agent journeys, call routing, transfers, holds, escalations, dispositions, and after-call work.
• Exposure to platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Salesforce Service Cloud.
• Experience with Customer Experience (CX), Customer Service, IT Service Desk, or enterprise support applications.
• Understanding of omnichannel interactions such as voice, chat, email, and messaging

Key Skills

Education

Any Gradute