Address
Form of workAmazon Connect is one of the fastest growing services of AWS, supporting 10 million contact center interactions daily. And we're growing!
Amazon Connect is an omnichannel cloud based contact center that allows businesses to provide superior customer support by accelerating and personalizing the end to end contact center experience for everyone involved; from call center managers, admins and analysts to agents and end customers. From startups to Fortune 500 companies, we work with companies like Intuit, Adobe, Square, Capital One, LabCorp, Rackspace and Ring to understand and exceed our customers needs. Learn more about our customers and the industries we serve.
Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.
We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex UX problems. We are looking for a passionate and talented Principal UX Designer to help us innovate on this new service that addresses customer needs to build modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the product as we grow. You will be playing a crucial role in developing the next generation contact center, and get the opportunity to design and deliver scalable, resilient experiences while maintaining a constant customer focus.
Industry analysts have said, "Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers." and "Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer centric solutions with open platform integration with assistance from the partner community."
What You Bring
You are a hands-on design leader that probes assumptions, provides recommendations, and fosters a shared understanding. You educate others, keep the UX community up-to-date on advanced UX issues, tools, and trends. You present at internal conferences, UX community events, and make yourself available for global UX outreach efforts. You help hire and develop the best by participating in interviews and promotions. You help managers guide the career growth of their team members by mentoring and by participating in performance discussions.
You bring an "anything is possible" mindset when faced with ambiguous and complex problems. You love being part of a highly collaborative and high-energy team that isn't afraid to swing for the fences and exceed expectations. You're proud of your experience, skills and expertise but you're also a life learner with a level of humility that allows you to continually grow and reinvent how you approach problem solving.
You geek out over customer experience and believe that no experience is perfect unless it delights customers in unexpected ways. You have demonstrated design acumen and believe in the power of strategic design to differentiate experiences and increase customer loyalty. You are an influencer who doesn't hold your ideas as precious and who iterates quickly, based on feedback and data, and delivers recommendations and analysis that tell the story of the customer experience we are delivering.
You have a background working with complex systems and data products, with a proven track record of simplifying to make the complex feel effortless to the end user.
What you will do
We're looking for a Principal UX Designer who leads by doing and is comfortable with all stages of the product lifecycle; from early generative research to initial product definition, from white boarding new interaction models to creating highly refined mock ups, flows and motion design studies. From pitching new concepts to internal and external stakeholders to testing new concepts with customers.
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 and invent, and the ability to make hard decisions fast.
We are looking for candidates who thrive in a fast-paced startup like environment. To be successful, you need to be highly motivated and detail oriented while showing highest standards of responsibilities.
Inclusive Team Culture
We are a team that values diversity of thought and background. We come to work each day with a passion for solving problems at massive scale and bring our best self to work every day. You will improve, iterate, and re-imagine what we've built while also playing a key role in shaping the vision and execution of our next generation product.
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Mentorship & Career Growth
We care about your career growth too. Once you join the team, you and your manager will jointly craft a career plan and you'll review it regularly to ensure you're on track to meet your goals. Whether your goals are to explore new technologies, take on bigger opportunities, or get to the next level, we'll help you get there. Our business is growing fast and our people will grow with it.
Work/Life Balance
It's not about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Responsibilities
- 10+ year's industry experience, Bachelors or equivalent
- Influences partner teams across orgs and org-level strategy. Is a role model within design. Actively develops and mentors. Contributes to role guidelines.
- Contribute to the strategy and design of useful, usable, and desirable products in a team environment
- Create user-centered designs by considering customer feedback, usability findings and market analysis
- Use customer feedback, business requirements and market research to assist in developing use cases, high-level requirements
- Design the information architecture, user interface, and interaction flows for a variety of software applications
- Use an established design system to solve new UX problems
- Develop new interactions and contribute those back to an established design system for others to use and benefit from
- Develop conceptual diagrams, workflows, wireframes, visual mockups, and prototypes
- Develop and maintain detailed user-interface specifications
- Present design work to the user experience team, product team, and executives for review and feedback
- Contribute to the User Experience group's shared knowledge of user-centered design and research methodologies
We are open to hiring candidates to work out of one of the following locations:
Boston, MA, USA | New York, NY, USA | Quincy, MA, USA | Seattle, WA, USA
