User Experience Designer Iii (Contingent)

DESCRIPTION

At Amazon we strive to be Earth's most customer centric company. The Amazon Customer Engagement Technologies (CET) UX team is key to that mission, defining UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support.

In this role you will be responsible for designing next generation experiences for customer service contact handling. You will be designing experiences that enable customer service agents to efficiently resolve our customer’s issues. You are a UX Designer with strong user interface design skills, and a desire to go deep in understanding customer needs then applying these insights to everything you do. You are able to focus on big picture initiatives while also identifying and addressing crucial details. You are a systems-oriented thinker, who is happiest when solving ambiguous and multi-faceted problems. You love the challenge of simplifying highly technical problems in elegant ways that make customer experiences effortless and intuitive.

As a UX Designer, you will design interfaces that leverage the latest machine learning capabilities aimed to help customers solve their problems. You will be responsible for developing best-in-class experiences (user interface designs, user flows, interaction models, lightweight prototypes, etc.) in a fast-paced, startup-like environment. You will work closely with product management, engineering, and the UX team to successfully go from early-stage product concepts to launch. You are a pragmatic designer who can translate business needs into an effortless and intuitive customer-focused solution. You must be responsive, flexible, and able to succeed within an open and collaborative peer environment. The ideal candidate for this position will be at ease visualizing an experience in the abstract and then being able to drive that vision into solid design deliverables anchored with user data.

Responsibilities:

• Quickly yet thoroughly create process flows, wireframes, and visual design mockups as needed to effectively conceptualize and communicate detailed interaction behaviors
• Design the UI architecture, interface, and interaction flows for browser-based and device specific screen sizes
• Analyze user interface problems and create design solutions that meet measurable business goals and requirements
• Present design work to the user experience team, product team, and executives for review and feedback
• Work closely with the business team to develop use cases and high-level requirements
• Create user-centered designs by considering telemetry data, customer feedback, technical constraints/opportunities, and research findings
• Develop and maintain detailed user-interface specifications

BASIC QUALIFICATIONS

• Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience
• Excellent communication, presentation, interpersonal, and analytical skills including the ability to communicate interactive design concepts clearly and persuasively across different audiences at varying levels of the organization
• Proficiency in Figma
• A relentless customer focus
• A portfolio or work samples demonstrating experience creating great user-centered design solutions that solve customer problems
• Fluency in best practices for design, as well as strong knowledge of usability principles and techniques
• 5+ years experience as a user experience designer, interaction designer, or similar role.
• Experience working in a collaborative team and working directly with developers for implementation of designs

PREFERRED QUALIFICATIONS

• Experience defining and maintaining design patterns and UX standards
• Ability to turn around rigorous wireframes and mockups in an iterative, agile environment
• Demonstrated interaction design expertise; capacity for creating natural, highly usable designs and layouts, and a propensity towards simplification
• Experience with agile/scrum
• A master’s degree in Design, Information Science, Computer Science/HCI, or a design-related discipline such cognitive psychology.
• Proficiency with current web and accessibility standards