Principal UX Designer, Connect

4 weeks ago

Seattle, Washington, United States Amazon Full time

Leveraging Generative AI, ML, and NLP, Amazon Connect is creating the future of Customer Experience for businesses around the world. And we're hiring

Amazon Connect is one of the fastest growing services of AWS, supporting 10 million contact center interactions a day. If you're looking for an opportunity to lead UX across a vast and rich set of products that use Generative AI, ML, and NLP to help global businesses elevate and accelerate their customer experience (CX), this role might be for you.

Leveraging artificial intelligence and the large ecosystem of AWS services, Amazon Connect is transforming Customer Experience for companies across business verticals, and revolutionizing the way they interact and build relationships with their 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, and Ring deliver engaging, dynamic, and highly personalized experiences.

Think Big, Move Fast, and Exceed Expectations.

Amazon Connect's UX team is looking for seasoned UX and Product leader with the experience and track record of inventing, thinking big, while also shipping fast. As a Principal Designer, the ideal candidate will have a passion for diving deep in complex UX problems, growing and scaling design, and helping to establish the mechanisms and culture to do so. This role requires leading others through doing hands-on work, influence and mentorship and represents a rare opportunity to influence one of AWS' fastest growing products and help shape the UX team that's innovating on behalf of our customers.

Industry analysts have said, "Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers." and "Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer centric solutions with open platform integration with assistance from the partner community."

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:

Key job responsibilities
- Drives a high level of focus and excellence with a talented and opinionated team
- Leads with passion and conviction, with the innate ability to inspire others to feel the same
- Raises the bar on design quality while also driving operational excellence needed for design to succeed at scale
- Exhibits excellent judgment in negotiating challenging issues that drive product progress
- Communicates effectively within the team, across peer groups, and upwardly to senior leadership levels
- Plays a visible and driving role in the Design community at large, with unique ideas on creative process, problem-solving, design leadership, and similar areas
- Defines, develops, and socializes a clear vision for design innovation and big thinking, while maintaining speed of delivery
- Cultivates a culture of using data and customer insights to confidently defend design solutions with senior leaders
- Applies systems-level design thinking to drive scalable solutions from the team
- Develops processes and identifies opportunities for improvement to drive quality and efficiency, enabling the team to achieve more than they otherwise could
- Supports a multi-disciplinary team, serving as a role model, mentor, and motivator in creating a diverse and inclusive working environment

Experience designing and prototyping with tools such as Sketch, Photoshop, Illustrator, Axure, Keynote, and InVision
- Experience with best practices for User Interface Design, Information Architecture, and Interaction Design
- Experience in life cycle design projects from design strategy through execution
- Experience designing large-scale systems and applications
- Experience providing and effectively communicating strategic and tactical recommendations based on data

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