Position Overview
We are seeking a Senior UI/UX Designer to support a federal enterprise modernization initiative involving a large-scale contact center platform and related user-facing systems.
This role will lead user experience strategy, interaction design, and usability optimization efforts to ensure intuitive, accessible, and mission-aligned digital experiences for agents, supervisors, and other end users. The Senior UI/UX Designer will work closely with business analysts, training teams, technical developers, and program leadership to translate operational requirements into user-centered designs that improve efficiency, adoption, and overall performance outcomes.
This position requires strong enterprise design experience, practical human-centered design expertise, and the ability to operate effectively within a structured federal delivery environment.
**This position is listed as remote, HOWEVER, there is occasional travel as client and business needs dictate **
Key Responsibilities
- Lead end-to-end UI/UX strategy for enterprise contact center and related digital systems.
- Conduct user research activities including stakeholder interviews, persona development, workflow analysis, and usability evaluations.
- Translate business and functional requirements into wireframes, mockups, prototypes, interaction flows, and design specifications.
- Design intuitive user interfaces that support high-volume operational environments and diverse user groups.
- Apply human-centered design principles to improve usability, efficiency, and user satisfaction.
- Develop and maintain design systems, style guides, and reusable UI components as appropriate.
- Collaborate with Business Analysts to ensure alignment between documented requirements and user experience artifacts.
- Partner with development teams to support implementation and ensure design fidelity.
- Facilitate usability testing sessions and incorporate feedback into iterative design improvements.
- Ensure user interface designs align with accessibility and inclusive design best practices.
- Support user adoption and change management efforts by aligning design decisions with training and workforce enablement strategies.
- Contribute to continuous improvement initiatives focused on enhancing system usability and operational effectiveness.
Disclaimer "The responsibilities and duties outlined in this job description are intended to describe the general nature and level of work performed by employees within this role. However, they are not exhaustive and may be subject to change or modification at any time to meet the evolving needs of the organization
Required Qualifications
- 10+ years of professional UI/UX experience, including significant experience supporting enterprise system implementations or digital modernization initiatives.
- Demonstrated experience designing for complex operational environments (e.g., contact centers, service platforms, case management systems, or similar enterprise applications).
- Strong portfolio showcasing wireframes, prototypes, and implemented UI solutions.
- Experience conducting user research and usability testing and applying findings to iterative design improvements.
- Proficiency with modern design and prototyping tools (e.g., Figma, Adobe XD, Sketch, Axure, or similar).
- Working knowledge of accessibility and inclusive design principles.
- Experience collaborating with cross-functional teams including business analysts, developers, and program leadership.
- Strong written and verbal communication skills with the ability to present design concepts to technical and non-technical stakeholders.
- Ability to obtain and maintain a Public Trust clearance.
Preferred Qualifications
- Experience supporting federal or other highly regulated environments.
- Familiarity with enterprise contact center systems or customer service operations.
- Experience contributing to digital modernization or transformation initiatives.
- Knowledge of Agile or hybrid delivery methodologies.
- Relevant UX, human-centered design, or accessibility certifications