UX Designer – Figma & Contact Center Experience

UX Designer – Figma & Contact Center Experience

United States
Contract Role

Job Overview

We are looking for an experienced UX Designer with strong hands-on expertise in Figma to design intuitive and efficient digital experiences. The ideal candidate will have experience designing complex enterprise workflows, with Contact Center, Customer Service, or Agent Experience background strongly preferred.

The role will partner closely with Product Managers, Business Analysts, Engineering teams, and business stakeholders to translate complex requirements and contact center workflows into simple, user-friendly experiences.

Key Responsibilities

• Design user flows, wireframes, prototypes, and high-fidelity UI designs using Figma.
• Translate business requirements and user needs into intuitive UX solutions.
• Design experiences for complex workflows, dashboards, and enterprise applications.
• Conduct or participate in user research, usability testing, journey mapping, and design validation.
• Build and maintain reusable components, design systems, and interaction patterns in Figma.
• Collaborate with Product, Engineering, and business teams throughout the product development lifecycle.
• Understand and optimize contact center agent journeys, including call handling and customer interaction workflows.
• Design experiences that improve agent productivity, reduce complexity, and minimize unnecessary steps/clicks.
• Clearly communicate design rationale and incorporate stakeholder and user feedback.

Required Skills

• 5+ years of experience in UX/Product Design.
• Strong hands-on proficiency with Figma, including components, Auto Layout, prototyping, and design libraries.
• Strong knowledge of UX principles, interaction design, information architecture, and usability.
• Experience designing complex enterprise or workflow-driven applications.
• Ability to create journey maps, personas, wireframes, prototypes, and detailed UX specifications.
• Experience working with Product Managers and Engineering teams in an Agile environment.
• Strong communication and stakeholder-management skills.
• Portfolio demonstrating end-to-end UX design work and problem-solving approach.

Preferred / Nice-to-Have

• Experience designing Contact Center or Agent Desktop experiences.
• Understanding of contact center call flows, including IVR-to-agent journeys, call routing, transfers, holds, escalations, dispositions, and after-call work.
• Exposure to platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Salesforce Service Cloud.
• Experience with Customer Experience (CX), Customer Service, IT Service Desk, or enterprise support applications.
• Understanding of omnichannel interactions such as voice, chat, email, and messaging.