Job Title: UI/UX DesignerLocation: Englewood, CO (Onsite)Duration: Long-term ContractJob descriptionWe are looking for a talented Senior UX/UI Designer/Developer with expertise in AWS Connect to join our IT team. In this hybrid role, you will be responsible for designing, developing, and implementing seamless, user-centered solutions for call center operations and customer-facing tools. You will leverage your deep knowledge of AWS Connect 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 and development, as well as hands-on expertise in AWS Connect and related technologies.Key ResponsibilitiesUX/UI Design for Call Centers & Customer ToolsLead the design of user interfaces for customer-facing tools, including self-serviceportals, IVR systems, chatbots, and agent dashboards, ensuring a seamless andintuitive experience across all touchpoints.Develop wireframes, prototypes, and high-fidelity mockups to communicate designideas clearly and effectively to stakeholders and development teams.Use a user-centered design approach to gather feedback, iterate on designs, andcontinuously improve the usability and performance of call center and customerservice tools.Work closely with the product and customer service teams to understand businessrequirements and translate them into user-friendly interfaces that enhance agentproductivity and customer satisfaction.AWS Connect Solutions Design & DevelopmentDesign and develop AWS Connect contact flows, IVR systems, routing strategies, andother customer service tools to enhance both the customer and agent experience.Build and configure AWS Connect integrations with third-party applications (e.g., CRMsystems like Salesforce, Zendesk) to improve operational efficiency and provide aunified customer experience.Leverage AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and AmazonCloudWatch to customize AWS Connect solutions and implement automation, AIpowered self-service options, and more.Optimize AWS Connect features and integrations based on real-time performanceanalytics and user feedback.Collaboration & Cross-Functional LeadershipCollaborate with cross-functional teams, including development, IT, productmanagement, and customer service, to ensure that design solutions are feasible, meetbusiness objectives, and align with technical capabilities.Provide mentorship and guidance to junior designers and developers, promoting bestpractices for both design and development processes.Act as a subject matter expert in AWS Connect and UX/UI design, driving the strategy forcreating high-quality, scalable customer service solutions.Testing, Prototyping & ValidationConduct usability testing, A/B testing, and user research to validate design decisionsand gather insights for ongoing improvement.Develop and test prototypes to demonstrate new features or design improvements inAWS Connect and customer-facing tools.Iterate on designs based on user feedback and performance metrics, continuouslyrefining both user interfaces and system functionality.Performance Monitoring & OptimizationMonitor the performance of AWS Connect solutions, analyzing data and feedback toidentify areas for improvement and optimization.Work with the data and analytics team to track customer service KPIs and implementdesign or development changes to improve key metrics such as first-call resolution,customer satisfaction, and agent efficiency.Skills and CompentenciesUX/UI Design Expertise: Strong understanding of UX/UI design principles and bestpractices, with experience designing for call center and customer serviceenvironments.Development Skills: Proficiency in front-end development (HTML, CSS, JavaScript) andexperience with serverless architectures and AWS Lambda for backend logic.AWS Connect & Integration: In-depth knowledge of AWS Connect and its associatedservices and integrations (e.g., Salesforce, Zendesk, etc.).Prototyping & Wireframing: Proficiency in design tools such as Figma, Sketch, AdobeXD, and experience creating high-fidelity prototypes, wireframes, and interactivedesigns.Problem-Solving & Analytical Skills: Strong ability to leverage data, customerfeedback, and analytics to inform design and development decisions.Collaboration & Communication: Excellent communication skills with the ability towork cross-functionally with development, IT, and business teams to ensure successfuldelivery of solutions.Preferred ExperienceExperience with AI-driven customer service tools such as chatbots and virtualassistants built on Amazon Lex.Familiarity with Agile development methodologies and project management tools suchas Jira and Trello.AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer).Knowledge of customer behavior analytics, service optimization, and key performancemetrics for customer service operations.