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Lead UX Designer for Core Platform Solutions

3 months ago

Ajax, Ontario, Canada Amazon Full time
Senior User Experience Designer, Core Platform, Amazon Connect

Job ID: | Amazon Development Center U.S., Inc.

Amazon Connect stands as one of the most rapidly expanding services within AWS, facilitating over 10 million interactions in contact centers daily. We are seeking a talented individual to join our team.

By harnessing the power of Artificial Intelligence and the extensive AWS service ecosystem, we are revolutionizing the customer experience (CX) sector and redefining how businesses engage with their employees and customers. As a vital member of the Amazon Connect UX team, you will contribute significantly to a groundbreaking cloud-based contact center SaaS product that empowers organizations, from emerging startups to established Fortune 500 companies, to provide engaging, dynamic, and personalized customer service experiences.

The responsibilities of this role encompass a range of features that constitute our core platform. Your daily tasks will necessitate a high level of expertise in research, strategy, and execution to innovate and deliver the future of customer experience software.

As part of the Core Platform UX team, your work will involve a variety of features and functionalities, including but not limited to:

  1. Amazon Connect flows, a user-friendly drag-and-drop workflow designer that allows for the creation, personalization, and automation of comprehensive customer and agent experiences across multiple channels.
  2. A rules engine that automates performance monitoring and executes repeatable actions at scale based on the conditions of a customer's contact center.
  3. Telephony management, overseeing a global network of telephony providers.
  4. Omnichannel outbound campaigns, enabling customers to utilize the Amazon Connect admin console to launch campaigns that reach millions of customers daily.
  5. And more...

Key Responsibilities
We are in search of a Senior UX Designer who leads through action and is adept at designing throughout all phases of the product lifecycle. In this position, you will oversee the complete UX process, from discovery to delivery, for a suite of capabilities that assist companies in collaborating with their partners to enhance customer service and engagement.

In this role, you will spearhead various design initiatives across both existing and new features. Collaborating closely with product management and engineering, you will define and develop essential products that resonate with users. This position demands a strong customer focus, the ability to delve deeply into issues, think innovatively, simplify complexities, and make swift, informed decisions.

BASIC QUALIFICATIONS
- Proven experience in UX design for intricate workflows
- Familiarity with applying scrum methodologies to visual or UX design processes

Amazon is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.