Lead end-to-end UI/UX strategy for enterprise contact center and related digital systems.
Conduct user research activities including stakeholder interviews, persona development, workflow analysis, and usability evaluations.
Translate business and functional requirements into wireframes, mockups, prototypes, interaction flows, and design specifications.
Design intuitive user interfaces that support high-volume operational environments and diverse user groups.
Apply human-centered design principles to improve usability, efficiency, and user satisfaction.
Develop and maintain design systems, style guides, and reusable UI components as appropriate.
Collaborate with Business Analysts to ensure alignment between documented requirements and user experience artifacts.
Partner with development teams to support implementation and ensure design fidelity.
Facilitate usability testing sessions and incorporate feedback into iterative design improvements.
Ensure user interface designs align with accessibility and inclusive design best practices.
Support user adoption and change management efforts by aligning design decisions with training and workforce enablement strategies.
Contribute to continuous improvement initiatives focused on enhancing system usability and operational effectiveness.

Requirements

10+ years of professional UI/UX experience, including significant experience supporting enterprise system implementations or digital modernization initiatives.
Demonstrated experience designing for complex operational environments (e.g., contact centers, service platforms, case management systems, or similar enterprise applications).
Strong portfolio showcasing wireframes, prototypes, and implemented UI solutions.
Experience conducting user research and usability testing and applying findings to iterative design improvements.
Proficiency with modern design and prototyping tools (e.g., Figma, Adobe XD, Sketch, Axure, or similar).
Working knowledge of accessibility and inclusive design principles.
Experience collaborating with cross-functional teams including business analysts, developers, and program leadership.
Strong written and verbal communication skills with the ability to present design concepts to technical and non-technical stakeholders.
Ability to obtain and maintain a Public Trust clearance.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

UI/UX designuser researchwireframesmockupsprototypesinteraction flowsdesign specificationsusability testinghuman-centered designdesign systems

Soft Skills

collaborationcommunicationstakeholder engagementiterative designchange managementuser adoptionproblem-solvingfeedback incorporationorganizational skillspresentation skills

Certifications

Public Trust clearance