UX Designer – Contact Center Digital Experience

Tech3pillars Technologies; Virginia (MN); On-site; USD 110,000 - 170,000; Full time

Job summary

Tech3pillars Technologies is seeking an experienced UX Designer to craft intuitive experiences across contact center platforms, agent desktops, and AI-powered journeys. You will conduct research, map journeys, build wireframes, and deliver high-fidelity designs that scale with business needs.

Work closely with Product, Engineering, QA, and Operations in an Agile setting to ensure accessibility, performance, and consistency across applications.

Qualifications

• 8+ years of UX/UI design experience with enterprise applications.
• Strong proficiency in Figma, prototyping tools, and design systems.
• Domain knowledge in Contact Center or similar enterprise platforms is a plus.

Responsibilities

• Design intuitive, user-centered experiences for Contact Center platforms, agent desktops, supervisor consoles, self-service portals, and AI-powered customer journeys.
• Conduct user research, workshops, persona development, journey mapping, and usability testing.
• Create wireframes, prototypes, user flows, IA, and high-fidelity designs using Figma and other UX tools.
• Translate requirements into scalable design solutions and collaborate in Agile environments.
• Support AI, Conversational AI, IVR, and omnichannel initiatives with human-centered design.

Skills

UX design

Figma

Prototyping

User research

Information architecture

Accessibility

Collaboration

Education

Bachelor's degree in UX/UI design

Tools

Figma

Adobe XD

Miro

Job description

UX Designer Contact Center Digital Experience

• Design intuitive, user-centered experiences for Contact Center platforms, agent desktops, supervisor consoles, self-service portals, and AI-powered customer journeys.
• Conduct user research, stakeholder workshops, persona development, journey mapping, and usability testing to identify customer and agent pain points.
• Create wireframes, prototypes, user flows, information architecture, and high-fidelity designs using Figma and other UX tools.
• Translate business, operational, and CX requirements into scalable and reusable design solutions.
• Collaborate with Product Owners, Engineering, QA, Operations, and Business teams in Agile delivery environments.
• Design and maintain enterprise design systems, component libraries, and UX standards to ensure consistency across applications.
• Support AI, Conversational AI, Virtual Agent, IVR, and Omnichannel transformation initiatives through human-centered design practices.
• Ensure accessibility, responsiveness, usability, and performance standards are incorporated into all digital experiences.
• Partner with frontend teams developing applications using ReactJS, Angular, HTML/CSS, and modern UI frameworks.
• Drive continuous improvement through UX analytics, production feedback, design reviews, and customer experience optimization.
• Demonstrate strong client communication skills, providing proactive status updates, risk identification, and timely escalation management without requiring follow-ups.

Preferred Qualifications

• 8+ years of UX/UI Design experience with enterprise applications.
• Strong proficiency in Figma, Miro, Adobe XD, and prototyping tools.
• Contact Center domain expertise (Genesys, Google CCAI, NICE, Five9, Amazon Connect or similar).

Experience with AI-driven customer experiences, design thinking, and digital transformation programs