Conversational Designer – Contact Center Digital Experience

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