Senior UX Designer, Generative AI & Analytics, Amazon Connect Full-time

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:

1/ Amazon Q in Connect, a generative AI powered assistant that helps businesses create faster resolutions within a unified workspace.

2/ 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.

3/ 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.

4/ Amazon Connect flows, a single drag-and-drop workflow designer that allows customers create, personalize, and automate end-to-end customer and agent experiences across channels.

5/ 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.

6/ 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.

7/ Automated agent performance evaluations and scoring help evaluate agent performance alongside contact details, recordings, transcripts, and summaries without the need to switch applications.

8/ 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.

For more info, check out: https://aws.amazon.com/connect/

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, 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.

A day in the life

Diverse Experiences

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.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating – that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Hybrid Work

We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our U.S. Amazon offices.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS

– Experience with design tools such as Photoshop, Illustrator and InDesign and prototyping in HTML, JavaScript, CSS, Ajax

– 8+ years of design experience

– Have an available online portfolio

PREFERRED QUALIFICATIONS

– Experience with UX design of complex workflows

– Experience applying scrum to visual or UX design processes

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $127,100/year in our lowest geographic market up to $211,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.