True North Agency

Job Title: UI/UX Designer

Location: Denver, CO (Hybrid)

Duration: Long-term Contract

Job description

We are looking for a talented Senior UX/UI Designer/Developer with expertise in AWS Connect to join our IT team.

Role Overview
In this hybrid position, you will be responsible for designing, developing, and implementing intuitive, user-centered solutions that support both call center operations and customer-facing tools. Leveraging your expertise in AWS Connect, you will deliver high-quality experiences for agents and customers by optimizing customer journeys and streamlining agent workflows. The ideal candidate will have a strong background in UX/UI design and development, along with hands-on experience in AWS Connect and related AWS services.

Key Responsibilities

UX/UI Design for Call Centers & Customer Tools

• Lead the design of user interfaces for self-service portals, IVR systems, chatbots, and agent dashboards, ensuring consistency and ease of use across all touchpoints.
• Create wireframes, prototypes, and high-fidelity mockups to effectively communicate design concepts to stakeholders and development teams.
• Apply user-centered design principles to gather feedback, iterate on solutions, and continuously enhance usability and performance.
• Collaborate with product and customer service teams to translate business needs into user-friendly interfaces that improve both agent productivity and customer satisfaction.

AWS Connect Solutions Design & Development

• Design and implement AWS Connect contact flows, IVR systems, routing strategies, and related customer service tools to improve customer and agent experiences.
• Integrate AWS Connect with third-party applications (e.g., Salesforce, Zendesk) to streamline operations and deliver a unified customer experience.
• Utilize AWS services such as Lambda, Lex, Polly, and CloudWatch to enhance AWS Connect solutions with automation, AI-powered self-service, and monitoring capabilities.
• Continuously optimize AWS Connect features and integrations based on analytics, performance metrics, and user feedback.

Job Type: Contract

Pay: $54.00 - $55.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance

Application Question(s):

• Can you work on w2? What is your work authorization?

Experience:

• UI/UX: 5 years (Required)
• AWS: 3 years (Required)
• IVR systems: 1 year (Preferred)

Ability to Commute:

• Denver, CO 80280 (Required)

Work Location: In person