Senior UX Designer, AWS, Amazon Connect
2 months ago
Are you looking for an opportunity to lead UX across a set of exciting features that will help global businesses elevate and accelerate their customer experience (CX) using AI and AWS? If so, this role is for you
Amazon Connect is one of the fastest growing services of AWS, supporting 10 million contact center interactions a day. And we're growing
Leveraging Artificial Intelligence and the large ecosystem of AWS services, we are transforming the CX industry and the way businesses interact with their employees and end customers. As part of the Amazon Connect UX team, you will play a critical role on a highly disruptive cloud-based contact center SaaS product that enables businesses, from startups to Fortune 500 companies like Intuit, Adobe, Square, Capital One, LabCorp, Rackspace, and Ring to deliver engaging, dynamic, and personal customer service experiences
The scope of this role works at the intersection of the following features and capabilities:
- Amazon Q in Connect, a generative AI powered assistant that helps businesses create faster resolutions within a unified workspace.
- Amazon Connect Contact Lens uses natural language processing (NLP) and conversational analytics to understand sentiment, conversation characteristics, and themes to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience.
- Amazon Connect forecasting, capacity planning, and scheduling are machine learning (ML) powered capabilities that make it easy for contact center managers to predict contact volumes and average handle time with high accuracy, determine ideal staffing levels, and optimize agent schedules to ensure you have the right agent at the right time.
- Amazon Connect flows, a single drag-and-drop workflow designer that allows customers to create, personalize, and automate end-to-end customer and agent experiences across channels.
- Amazon Connect no-code editor, an experience that creates tailored guides that walk agents through the optimal steps to resolve a customer issue accurately the first time.
- Amazon Connect outbound campaigns, a tool that allows proactive customer outreach campaigns using voice, SMS, and email, or blend campaigns to reach more customers, improving campaign results.
- Automated agent performance evaluations and scoring help evaluate agent performance alongside contact details, recordings, transcripts, and summaries without the need to switch applications.
- Real-time and historical analytics provide powerful analytics tools, including a visual dashboard with customizable real-time and historical reports that help contact centers improve performance and lower costs.
Key job responsibilities
We’re looking for a Senior UX Designer who leads by doing and is comfortable designing at all stages of the product lifecycle. In this role, you will own the end-to-end UX process, from discovery to delivery for a set of capabilities that help companies collaborate with their partners to improve customer service and engagement, including orchestration, inbound and outbound campaigns.
In this role, you will be responsible for leading a variety of design initiatives across an existing and new suite of features. You will work alongside product management and engineering to define and build the essential lovable product. This position requires deep customer focus, the ability to dive deep, think big, invent, simplify, and the ability to make hard decisions fast.
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
- Experience with UX design of complex workflows
- Experience applying scrum to visual or UX design processes
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