Sr. UX Product Designer

Position Title: UX Product Designer (Contact Center & AI Experiences)

Location: Malvern, PA (Hybrid)

Clearance Requirements: None

Position Status: Contract

Pay Rate: $80 - $85 per hour

Position Description:

We are seeking a talented UX Product Designer to help transform the digital experiences used by frontline customer service teams. In this role, you'll design intuitive, user-centered workflows that improve how internal users interact with customer service technologies, AI-powered tools, and enterprise applications.

Working closely with Product Managers, Engineers, Researchers, Analytics, and Business stakeholders, you'll design experiences that streamline service workflows, enhance productivity, and improve customer interactions within a modern contact center environment. This role is focused on internal enterprise applications rather than consumer-facing web or mobile products and offers the opportunity to shape the future of Generative AI-powered experiences used daily by customer support teams.

Key Responsibilities:

• Design end-to-end user experiences including user flows, wireframes, prototypes, workflow diagrams, and interface designs for enterprise contact center applications.
• Partner with Product Management, Engineering, Business stakeholders, UX Research, and Analytics teams to deliver intuitive, user-centered solutions.
• Design and optimize workflows within enterprise platforms, including contact center technologies, CRM systems, and AI-assisted service applications.
• Contribute to the design of Generative AI-powered experiences that improve knowledge access, workflow automation, agent productivity, and decision support.
• Translate user research, stakeholder feedback, business objectives, and operational requirements into scalable design solutions.
• Develop user journey maps, service blueprints, experience strategies, and supporting UX documentation.
• Validate design concepts through usability testing, experimentation, analytics, and continuous user feedback.
• Analyze user behavior, operational metrics, and industry trends to recommend ongoing product improvements.
• Advocate for Human-Centered Design principles while balancing technical feasibility, platform capabilities, and business priorities.
• Collaborate within Agile teams to continuously iterate and improve enterprise user experiences.

Required Skills/Education:

• Bachelor's degree in UX Design, Human-Computer Interaction (HCI), Interaction Design, Graphic Design, Human Factors, Computer Science, or a related field, or an equivalent combination of education and professional experience.
• Minimum 3+ years of professional experience in UX Design, Product Design, Interaction Design, or Experience Design.
• Proven experience designing user-centered enterprise applications or complex digital workflows.
• Strong portfolio demonstrating end-to-end UX design, including user research, journey mapping, wireframing, prototyping, interaction design, and usability testing.
• Experience translating business requirements and user feedback into intuitive design solutions.
• Strong collaboration and communication skills with cross-functional teams.
• Experience working within Agile product development environments.

Preferred Qualifications:

• Experience designing contact center, customer service, CRM, or enterprise workflow applications.
• Familiarity with Genesys Cloud, Microsoft Dynamics 365, Salesforce Service Cloud, or similar customer service platforms.
• Experience designing AI-assisted, Generative AI, conversational AI, chatbot, or agent-assist experiences.
• Experience creating service blueprints, workflow optimization solutions, and operational dashboards.
• Strong understanding of Human-Centered Design methodologies, accessibility, and enterprise UX best practices.
• Experience leveraging quantitative and qualitative research to drive design decisions.
• Experience working with enterprise SaaS platforms or internal productivity applications.

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you're choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.

Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.