Senior Software Engineer

Senior Software Engineer

Innova Solutions is immediately hiring a Senior Software Engineer. Position Type: Full-Time, Contract to Hire Duration: 3 months Location: Englewood, CO- 80112 (Onsite) As a Senior Software Engineer, you will:

1. 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.
2. Develop wireframes, prototypes, and high-fidelity mockups to communicate design ideas clearly and effectively to stakeholders and development teams.
3. 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.
4. 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.
5. Design and develop AWS Connect contact flows, IVR systems, routing strategies, and other customer service tools to enhance both the customer and agent experience.
6. 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.
7. 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.
8. Optimize AWS Connect features and integrations based on real-time performance analytics and user feedback.
9. 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.
10. Provide mentorship and guidance to junior designers and developers, promoting best practices for both design and development processes.
11. Act as a subject matter expert in AWS Connect and UX/UI design, driving the strategy for creating high-quality, scalable customer service solutions.
12. Conduct usability testing, A/B testing, and user research to validate design decisions and gather insights for ongoing improvement.
13. Develop and test prototypes to demonstrate new features or design improvements in AWS Connect and customer-facing tools.
14. Iterate on designs based on user feedback and performance metrics, continuously refining both user interfaces and system functionality.
15. Monitor the performance of AWS Connect solutions, analyzing data and feedback to identify areas for improvement and optimization.
16. 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.

The ideal candidate will have:

• UX/UI Design Expertise: Strong understanding of UX/UI design principles and best practices, with experience designing for call center and customer service environments.
• Development Skills: Proficiency in front-end development (HTML, CSS, JavaScript) and experience with serverless architectures and AWS Lambda for backend logic.
• AWS Connect & Integration: In-depth knowledge of AWS Connect and its associated services and integrations (e.g., Salesforce, Zendesk, etc.).
• Prototyping & Wireframing: Proficiency in design tools such as Figma, Sketch, Adobe XD, and experience creating high-fidelity prototypes, wireframes, and interactive designs.
• Problem-Solving & Analytical Skills: Strong ability to leverage data, customer feedback, and analytics to inform design and development decisions.
• Collaboration & Communication: Excellent communication skills with the ability to work cross-functionally with development, IT, and business teams to ensure successful delivery of solutions.
• Preferred Experience:
• Experience with AI-driven customer service tools such as chatbots and virtual assistants built on Amazon Lex.
• Familiarity with Agile development methodologies and project management tools such as Jira and Trello.
• AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer).
• Knowledge of customer behavior analytics, service optimization, and key performance metrics for customer service operations.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible. We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW. Thank you!