Amazon Connect is one of the fastest growing services of AWS, supporting 10 million contact center interactions a day. And we're hiring!

Leveraging Artificial Intelligence and the large ecosystem of AWS services, we are transforming the CX industry and the way businesses interact with their employees, and end customers. As part of the Amazon Connect UX team, you will play a critical role on a highly disruptive cloud-based contact center SaaS product that enables businesses, from startups to Fortune 500 companies like Intuit, Adobe, Square, Capital One, LabCorp, Rackspace and Ring to deliver engaging, dynamic, and personal customer service experiences!

The scope of this role works across a set of features that make up our core platform. Your day to day work will require mastery of research, strategy and execution to invent and deliver the future of customer experience software.

As a member of the Core Platform UX team, you will work across a set of features and capabilities including but not limited to:

1/ Amazon Connect flows, a single drag-and-drop workflow designer you can use to create, personalize, and automate end-to-end customer and agent experiences across channels. With flows, you can design your interactive voice response (IVR) or chatbot experiences to help your customers self-serve, build step-by-step guides for your agents to resolve issues faster and accurately, and create and manage how tasks are automated for your agents.
2/ Rules engine, which automates performance monitoring and perform repeatable actions at scale based on the conditions of a customers contact center to improve operations, agent performance, and customer experience.
3/ Telephony, management of a network of telephony providers from around the world, removing the need for customers to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. The telephony service includes direct inward dial (DID) and toll-free phone numbers for over 20 countries worldwide.
4/ Omnichannel outbound campaigns, where customers can use the Amazon Connect admin console to create campaigns to contact millions of customers daily for handling appointment reminders, marketing promotions, deliveries, and billing reminders.
5/ And more ...

For more info, check out: https://aws.amazon.com/connect/features/

Key job responsibilities
Weâ??re looking for a Senior UX Designer who leads by doing and is comfortable designing at all stages of the product lifecycle. In this role, you will own the end to end UX process, from discovery to delivery for a set of capabilities that help companies collaborate with their partners to improve customer service, engagement, including orchestration, inbound and outbound campaigns.

In this role you will be responsible for leading a variety of design initiatives across an existing and new suite of features. You will work alongside product management and engineering to define and build the essential lovable product. This position requires deep customer focus, the ability to dive deep, think big, invent, simplify, and the ability to make hard decisions fast.

A day in the life
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasnâ??t followed a traditional path, or includes alternative experiences, donâ??t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the worldâ??s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating â?? thatâ??s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, itâ??s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
Weâ??re continuously raising our performance bar as we strive to become Earthâ??s Best Employer. Thatâ??s why youâ??ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, thereâ??s nothing we canâ??t achieve in the cloud.

Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our U.S. Amazon offices.