Senior UX/UI Designer/Developer (AWS Connect)

Primary Skills:

UX/UI Design Expertise: Deep understanding of design principles with a focus on call center and customer service environments.

Development Skills: Proficient in front-end technologies (HTML, CSS, JavaScript) and backend logic using serverless architecture and AWS Lambda.

AWS Connect & Integrations: Strong hands-on experience with AWS Connect and integrations with platforms like Salesforce and Zendesk.

Prototyping & Wireframing: Skilled in tools such as Figma, Sketch, Adobe XD for creating wireframes, high-fidelity prototypes, and interactive designs.

Problem-Solving & Analytics: Ability to utilize data, analytics, and user feedback to guide decisions.

Collaboration & Communication: Strong cross-functional collaboration and stakeholder communication skills.

Preferred Experience:

Experience with AI-driven tools (e.g., Amazon Lex chatbots and virtual assistants).

Familiarity with Agile methodologies and tools (Jira, Trello).

AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer).

Understanding of customer behavior analytics, service optimization, and contact center KPIs.

Job Description

We are seeking a talented and experienced Senior UX/UI Designer/Developer with expertise in AWS Connect to join our growing IT team. This hybrid role combines user experience design and development to build seamless, customer-centric call center solutions. The ideal candidate will drive the design and technical development of intuitive agent and customer interfaces, while leveraging AWS services to create intelligent and scalable solutions.

Key Responsibilities:

UX/UI Design for Call Centers & Customer Tools:

Lead the UX design of customer-facing portals, IVR systems, agent dashboards, and chatbot interfaces.

Create wireframes, high-fidelity prototypes, and interactive mockups to communicate design vision.

Conduct user-centered design research and usability testing to continuously improve product interfaces.

Collaborate with customer service and product teams to translate business needs into user-friendly solutions.

AWS Connect Solution Design & Development:

Design and develop AWS Connect contact flows, IVR systems, and routing strategies.

Integrate AWS Connect with third-party CRMs (e.g., Salesforce, Zendesk) for unified customer experiences.

Leverage AWS services (Lambda, Lex, Polly, CloudWatch) to implement custom logic, automation, and AI-powered self-service.

Optimize the performance and usability of AWS Connect tools based on analytics and user feedback.

Collaboration & Leadership:

Partner with cross-functional teams, including development, IT, product, and customer service.

Mentor junior designers and developers, promoting best practices in both design and implementation.

Act as an SME for UX/UI design and AWS Connect, contributing to strategic planning and solution roadmaps.

Testing & Continuous Improvement:

Conduct A/B testing, usability testing, and user research to validate and refine design decisions.

Develop and test functional prototypes for new features and iterative improvements.

Use customer feedback and analytics to inform continuous UX/UI optimization.

Performance Monitoring & Optimization:

Monitor AWS Connect solution performance and identify opportunities for improvement.

Collaborate with analytics teams to track key customer service KPIs (e.g., first-call resolution, CSAT, agent efficiency).

Implement UI or backend enhancements based on performance data.

Qualifications:

Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, IT, or related field.

5+ years of experience in UX/UI design and development, with a focus on customer service or call center solutions.

Proven hands-on experience with AWS Connect and related AWS services.

Strong design portfolio demonstrating the creation of intuitive, effective user experiences.

About ATEC Wireless:

Mission StatementOur Mission is to be a world-class RF engineering services firm, that designs and supports innovative and cost effective network solutions to contribute positively to the wireless eco system.Building Smarter Wireless NetworksAn independent diversity firm dedicated to wireless communications services, ATEC provides RF engineering services and technical outsourcing to telecommunications carriers, managed service providers, tower operators, and equipment vendors. ATEC has taken the lead in providing operators with its professional services in the planning, design, deployment, and ongoing optimization and management of wireless networks.AATEC has expertise in all major wireless technologies including GSM / Edge, GPRS, WCDMA, HSUPA, CDMA, EVDO, HSPA, LTE, Wi-MAX, and Wi-Fi. ATEC has optimized networks for leading network-service providers. ATEC manages both large and small-scale deployments for clients, both domestically and internationally.Since 2004, ATEC’s experienced staff has designed, and optimized more than 20,000 wireless cell sites. Our rigorous processes ensure the delivery of professional services of the highest quality required to meet a broad array of wireless network development needs.Our professional staff understands that expedient development of wireless networks is of utmost importance, and that our reputation hinges on the availability and quality of wireless services. ATEC prides itself on being able to offer our clients timely, cost effective, and highly proficient solutions while providing excellent customer service.Our Areas of Expertise- Telecom Consulting- Turnkey RF Design- End-to-End Optimization- Network Performance Monitoring- Traffic Engineering- Network Automation- Drive Testing- Field Operations- Project Management- Site / Safety AuditsTechnologies and StandardsATEC Wireless has hands-on experience with the following wireless technologies and standards:GSMGPRS/EDGECDMAEV-DOCDMA2000UMTSHSDPA/HSUPAHSPA+LTEWi-MAXWi-Fi

Full-Time