Senior Software Engineer- Staffing

Description

• 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.
• Monitor the performance of AWS Connect solutions, analyzing data and feedback to identify areas for improvement and optimization.
• Develop wireframes, prototypes, and high-fidelity mockups to communicate design ideas clearly and effectively to stakeholders and development teams.
• Design and develop AWS Connect contact flows, IVR systems, routing strategies, and other customer service tools to enhance both the customer and agent experience.
• Provide mentorship and guidance to junior designers and developers, promoting best practices for both design and development processes.
• 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.
• Act as a subject matter expert in AWS Connect and UX/UI design, driving the strategy for creating high-quality, scalable customer service solutions.
• 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.
• Iterate on designs based on user feedback and performance metrics, continuously refining both user interfaces and system functionality.
• Develop and test prototypes to demonstrate new features or design improvements in AWS Connect and customer-facing tools.
• 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.
• Conduct usability testing, A/B testing, and user research to validate design decisions and gather insights for ongoing improvement.
• Optimize AWS Connect features and integrations based on real-time performance analytics and user feedback.
• 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.
• 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.
• 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.

Requirements

• Hands-on experience with AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and Amazon CloudWatch.
• 5+ years of experience in UX/UI design and development, with a strong focus on designing and developing solutions for call centers and customer-facing tools.
• Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, Information Technology, or a related field.
• Familiarity with Agile development methodologies and project management tools such as Jira and Trello.
• Proven experience working with AWS Connect, including developing contact flows, IVR systems, and integrating with third-party applications.

Benefits

• Medical, Dental, and Vision insurance
• Short-term & Long-term disability
• Flexible Spending and Health Savings Accounts
• Digital Health & Wellness Support
• Company Discount Website
• Group term & Voluntary life insurance
• Paid Time Off & 401K
• Critical Illness, Accident, & Hospital Insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance