User Experience Designer

Brooksource; Charlotte (NC); Hybrid; USD 97,000 - 99,000; Full time

Job summary

A leading company in IT services is looking for a dedicated UX resource to enhance the Call Center Specialist experience within SAP C4C. You will collaborate with teams to streamline processes, offering expertise in user-centered design. This 12-month full-time position based in Charlotte, NC, provides a hybrid work environment and competitive compensation.

Benefits

Medical insurance

Vision insurance

Qualifications

• 4 years of related experience in product design.
• Experience in designing for call center environments preferred.

Responsibilities

• Collaborate with optimization team and call center staff.
• Analyze the current SAP C4C system.
• Design user-friendly interfaces and workflows.

Skills

User-centered design principles

Communication skills

Collaboration skills

Education

Bachelor's degree or 5 years experience

Tools

Figma

Adobe XD

Sketch

Job description

SAP C4C Call Center Specialist Experience Improvement

We're launching an initiative to enhance the Call Center Specialist experience within SAP C4C, aiming to improve efficiency in customer support. Since implementation, SAP C4C has undergone hundreds of functional enhancements—ranging from efficiency improvements to support for new products, services, and regulatory requirements. However, due to limited governance over these changes, C4C has evolved into a complex and fragmented system, making it increasingly difficult for specialists to maintain productivity—especially in the face of high turnover and ongoing training demands. We're seeking a dedicated UX resource to help us streamline the experience, reduce friction, and optimize workflows for the call center team.

Responsibilities:

• Collaborate with optimization team and call center staff to understand their needs and challenges.
• Analyze the current SAP C4C system and identify areas for improvement.
• Design and implement user-friendly interfaces and workflows to enhance the call center specialist experience.
• Conduct usability testing and gather feedback to refine designs.
• Work closely with developers to ensure seamless integration of UX improvements.
• Create documentation and training materials to support the adoption of new workflows.

Qualifications:

• Education: Bachelor's degree in a relevant field; or 5 years experience in lieu of a degree.
• Experience: Minimum of 4 years of related experience in product design.

Skills:

• Proficiency in design tools such as Figma, Adobe XD, or Sketch. Strong understanding of user-centered design principles and methodologies.
• Experience with SAP C4C or similar CRM systems is a plus
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced and evolving environment.

Preferred Experience:

• Experience in designing for call center or customer support environments.
• Familiarity with the challenges of high turnover and ongoing training demands.
• Knowledge of regulatory requirements and how they impact system design.

Logistics:

• Location: Charlotte, NC
• Environment: Hybrid (3 days in office per week)
• Compensation: $47/hr
• 12-month W2 Contract (strong potential for extension or conversion)

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Design

• Industries

  IT Services and IT Consulting and Utilities

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Inferred from the description for this job

Medical insurance

Vision insurance

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