Senior Software Engineer- Staffing

Circet USA is the leading provider of Network Services in North America, and we're looking for talented professionals to join our team. We specialize in engineering and construction services delivering comprehensive solutions across Inside Plant, Outside Plant, and Wireless networks to meet the evolving infrastructure needs of our customers.

With nearly 50 years of industry experience, we work with major telecom service providers, MSOs, cloud service providers, and utilities. At Circet USA, you'll have the opportunity to make an impact by helping to create customized solutions that address our clients' unique challenges. If you're passionate about innovation and thrive in a dynamic environment, we'd love to hear from you.

Circet USA's benefits package includes the following:

Medical, Dental, and Vision insurance
• Digital Health & Wellness Support
• Critical Illness, Accident, & Hospital Insurance
• Short-term & Long-term disability
• Group term & Voluntary life insurance
• Flexible Spending and Health Savings Accounts
• Paid Time Off & 401K
• Company Discount Website

We are looking for a talented Senior UX/UI Designer/Developer with expertise in AWS Connect to join our IT team. In this hybrid role, you will be responsible for designing, developing, and implementing seamless, user-centered solutions for call center operations and customer-facing tools. You will leverage your deep knowledge of AWS Connect to create high-quality experiences for both agents and customers, optimizing customer journeys and streamlining agent workflows. The ideal candidate will have strong experience in both UX/UI design and development, as well as hands-on expertise in AWS Connect and related technologies.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned:

UX/UI Design for Call Centers & Customer Tools:

• Lead the design of user interfaces for customer-facing tools, including self-service portals, IVR systems, chatbots, and agent dashboards, ensuring a seamless and intuitive experience across all touchpoints.
• Develop wireframes, prototypes, and high-fidelity mockups to communicate design ideas clearly and effectively to stakeholders and development teams.
• Use a user-centered design approach to gather feedback, iterate on designs, and continuously improve the usability and performance of call center and customer service tools.
• Work closely with the product and customer service teams to understand business requirements and translate them into user-friendly interfaces that enhance agent productivity and customer satisfaction.

AWS Connect Solution Design & Development:

• Design and develop AWS Connect contact flows, IVR systems, routing strategies, and other customer service tools to enhance both the customer and agent experience.
• Build and configure AWS Connect integrations with third-party applications (e.g., CRM systems like Salesforce, Zendesk) to improve operational efficiency and provide a unified customer experience.
• Leverage AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and Amazon CloudWatch to customize AWS Connect solutions and implement automation, AI-powered self-service options, and more.
• Optimize AWS Connect features and integrations based on real-time performance analytics and user feedback.

Collaboration & Cross-Functional Leadership:

• Collaborate with cross-functional teams, including development, IT, product management, and customer service, to ensure that design solutions are feasible, meet business objectives, and align with technical capabilities.
• Provide mentorship and guidance to junior designers and developers, promoting best practices for both design and development processes.
• Act as a subject matter expert in AWS Connect and UX/UI design, driving the strategy for creating high-quality, scalable customer service solutions.

Testing, Prototyping & Validation:

• Conduct usability testing, A/B testing, and user research to validate design decisions and gather insights for ongoing improvement.
• Develop and test prototypes to demonstrate new features or design improvements in AWS Connect and customer-facing tools.
• Iterate on designs based on user feedback and performance metrics, continuously refining both user interfaces and system functionality.

Performance Monitoring & Optimization:

• Monitor the performance of AWS Connect solutions, analyzing data and feedback to identify areas for improvement and optimization.
• Work with the data and analytics team to track customer service KPIs and implement design or development changes to improve key metrics such as first-call resolution, customer satisfaction, and agent efficiency.

EDUCATION, EXPERIENCE, and/or QUALIFICATIONS

• Bachelor's degree in UX/UI Design, Interaction Design, Computer Science, Information Technology, or a related field.
• 5+ years of experience in UX/UI design and development, with a strong focus on designing and developing solutions for call centers and customer-facing tools.
• Proven experience working with AWS Connect, including developing contact flows, IVR systems, and integrating with third-party applications.

POSITION QUALIFICATIONS/ REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents; ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community; ability to effectively present information and respond to questions from Executive Management, public groups clients and/or customers.

Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form

Circet USA is an Equal Opportunity Employer - Veteran/Disabled. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.