Amazon
Senior UX Designer, Amazon Connect (Agent Experience), Amazon Connect
Amazon, Seattle, Washington, us, 98127
Description
Amazon Connect is one of the fastest growing services of AWS, supporting 10 million contact center interactions a day. And we're hiring!
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 across a set of features that make up our Agent Workspace. Your day to day work will require mastery of research, strategy and execution to invent and deliver the future of customer experience software.
In the past, contact center agents were required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating their customers. Amazon Connect has been working tirelessly to change that through our Agent Workspace; a single, intuitive experience that provides agents with all the customer information and step-by-step guidance they need to resolve issues more efficiently, and improve customer outcomes. As a designer on the Agent Workspace team, you will work across:
1/ Amazon Q in Connect, a generative AI assistant that delivers agents suggested responses and actions to address customer questions, providing faster issue resolution and improved customer satisfaction.
2/ Step-by-step guides, an experience that helps agents resolve issues faster and more accurately by automatically identifying and recommending appropriate actions and guiding the agent through each step using an intuitive visual interface.
3/ Amazon Connect Cases, a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center.
4/ Amazon Connect chat and messaging, features that allow agents to help customers through text-based communication channels, such as web chat, mobile chat, SMS, Apple Messages for Business and other third-party messaging applications.
5/ Amazon Connect Customer Profiles provides customer service agents automated experiences with real-time access to up-to-date customer info to personalize each customer interaction..
6/ And more ...
For more info, check out: https://aws.amazon.com/connect/agent-workspace/
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.
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.
Amazon Connect is one of the fastest growing services of AWS, supporting 10 million contact center interactions a day. And we're hiring!
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 across a set of features that make up our Agent Workspace. Your day to day work will require mastery of research, strategy and execution to invent and deliver the future of customer experience software.
In the past, contact center agents were required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating their customers. Amazon Connect has been working tirelessly to change that through our Agent Workspace; a single, intuitive experience that provides agents with all the customer information and step-by-step guidance they need to resolve issues more efficiently, and improve customer outcomes. As a designer on the Agent Workspace team, you will work across:
1/ Amazon Q in Connect, a generative AI assistant that delivers agents suggested responses and actions to address customer questions, providing faster issue resolution and improved customer satisfaction.
2/ Step-by-step guides, an experience that helps agents resolve issues faster and more accurately by automatically identifying and recommending appropriate actions and guiding the agent through each step using an intuitive visual interface.
3/ Amazon Connect Cases, a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center.
4/ Amazon Connect chat and messaging, features that allow agents to help customers through text-based communication channels, such as web chat, mobile chat, SMS, Apple Messages for Business and other third-party messaging applications.
5/ Amazon Connect Customer Profiles provides customer service agents automated experiences with real-time access to up-to-date customer info to personalize each customer interaction..
6/ And more ...
For more info, check out: https://aws.amazon.com/connect/agent-workspace/
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.
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.