Conversational Designer - Contact Center Digital Experience

Tech3pillars Technologies

Delaware, OH

Job Title: Conversational Designer Contact Center Digital Experience

Location: Remote

Job Description:

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.

Preferred Qualifications

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

Apply

Vacancy posted 1 day ago

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