UX Designer

· Design intuitive, user-centered experiences for Contact Center platforms, agent desktops, supervisor consoles, self-service portals, and AI-powered customer journeys.

· Conduct user research, stakeholder workshops, persona development, journey mapping, and usability testing to identify customer and agent pain points.

· Create wireframes, prototypes, user flows, information architecture, and high-fidelity designs using Figma and other UX tools.

· Translate business, operational, and CX requirements into scalable and reusable design solutions.

· Collaborate with Product Owners, Engineering, QA, Operations, and Business teams in Agile delivery environments.

· Design and maintain enterprise design systems, component libraries, and UX standards to ensure consistency across applications.

· Support AI, Conversational AI, Virtual Agent, IVR, and Omnichannel transformation initiatives through human-centered design practices.

· Ensure accessibility, responsiveness, usability, and performance standards are incorporated into all digital experiences.

· Partner with frontend teams developing applications using ReactJS, Angular, HTML/CSS, and modern UI frameworks.

· Drive continuous improvement through UX analytics, production feedback, design reviews, and customer experience optimization.

· Demonstrate strong client communication skills, providing proactive status updates, risk identification, and timely escalation management without requiring follow-ups.

· 8+ years of UX/UI Design experience with enterprise applications.

· Strong proficiency in Figma, Miro, Adobe XD, and prototyping tools.

· Contact Center domain expertise (Genesys, Google CCAI, NICE, Five9, Amazon Connect or similar).

· Experience with AI-driven customer experiences, design thinking, and digital transformation programs.