Circet USA is looking to solve the problem of creating seamless, user-centered solutions for call center operations and customer-facing tools, leveraging AWS Connect to optimize customer journeys and streamline agent workflows.
Requirements
- 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.
- Proven experience working with AWS Connect, including developing contact flows, IVR systems, and integrating with third-party applications.
- Hands-on experience with AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and Amazon CloudWatch.
- Familiarity with Agile development methodologies and project management tools such as Jira and Trello.
- AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer)
- Experience with UX/UI design principles and human-centered design approaches
- Proficiency in design and development tools such as Sketch, Figma, Adobe Creative Cloud, and HTML/CSS/JavaScript
Responsibilities
- 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.
- 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.
- 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.
- 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.
- Optimize AWS Connect features and integrations based on real-time performance analytics and user feedback.
- Conduct usability testing, A/B testing, and user research to validate design decisions and gather insights for ongoing improvement.
Other
- Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, Information Technology, or a related field.
- Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents
- Ability to effectively present information and respond to questions from Executive Management, public groups clients and/or customers
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Must be able to perform each essential duty satisfactorily, with reasonable accommodations made to enable individuals with disabilities to perform the essential functions
