Stellar Omada
Senior User Interface Designer
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Senior UI Designer (Contact Centre Technology)
Location
Southend-on-Sea, one day per week on site, remainder remote
Reporting To
Head of Products
Contract
Day rate, inside IR35. Duration and day rate to be confirmed
Start Date
October 2026
Role Summary
The Senior UI Designer owns the aesthetic integrity, functional clarity and visual consistency of our client's contact centre products. Reporting to the Head of Products, the role provides design leadership and functional oversight for the UI workstream.
The client currently runs on Amazon Connect and is moving to a bespoke agent experience. This role leads the visual and interaction design of that replacement: establishing parity with the capabilities agents rely on today, then improving on them. Experience designing contact centre technology is essential, and experience of a platform migration is a strong advantage.
The role offers significant autonomy. The postholder will define visual standards, evolve the design language and pivot quickly to meet user needs, bridging the gap between initial UX concepts and final engineering implementation while retaining full ownership of the Design System and hands-on high-fidelity output.
Responsibilities
Contact Centre Platform Design
- Agent Desktop Design
- Design the agent workspace for sustained daily use: dense multi-pane layouts, call controls, hold, transfer, conference, after-call work, availability and queue states, and concurrent handling of voice, chat, email and messaging channels.
- Migration & Parity
- Map current Amazon Connect agent journeys, establish functional parity in the replacement, and design the transition so that agent muscle memory is respected and retraining effort is minimised across a phased cutover.
- Supervisor & Real-Time Views
- Design supervisor tooling including real-time queue metrics, wallboards, monitor, whisper and barge, and historical reporting views.
- Administration & Configuration
- Design the administrative layer, including routing and contact flow configuration, user and permission management, and self-service settings.
- AI in the Agent Experience
- Design how real-time transcription, agent assist and next-best-action surface in the interface, so that suggestions support the agent without pulling attention away from the customer.
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Design Delivery and System Oversight
- Visual Leadership
- Act as the primary lead for UI design, ensuring high standards of craft, typography, colour theory and layout across all platforms.
- Hands-on Execution
- Directly produce high-fidelity mockups, interactive prototypes and production-ready assets.
- Design System Ownership
- Manage and evolve the central Design System in Figma, ensuring component libraries are scalable, documented and accessible.
- Triage & Review
- Oversee the design-to-code handover, conducting UI QA to ensure engineering builds match the intended design specifications.
Collaboration and Governance
- Accessibility Standards
- Act as the lead for digital accessibility to WCAG 2.2 AA, with particular attention to keyboard-first operation, shortcut design and screen reader compatibility, given the speed at which agents work and the prevalence of assistive technology use in contact centre teams.
- Regulatory Constraints
- Design within contact centre compliance requirements, including PCI-DSS card payment handling with pause and resume on recording and masked entry, and call recording consent and data protection obligations.
- Cross-Functional Alignment
- Identify usability and visual risks, collaborating with UX researchers and product managers to implement elegant, practical solutions.
- Stakeholder Influence
- Present design rationale to senior stakeholders, balancing business requirements with user-centred visual principles.
- Tooling & Workflow
- Manage the design tech stack, including Figma, Adobe Creative Cloud and prototyping tools, optimising workflows for the wider product team.
Engineering Interface and Product Quality
- Release Readiness
- Act as the gatekeeper for the visual layer, ensuring new features meet design-complete standards before going live.
- Measurable Outcomes
- Design against operational measures as well as aesthetic ones, including average handle time, after-call work time, agent error rates, time to competency for new starters and feature adoption.
- Continuous Refinement
- Own the Visual Improvement Plan, identifying design debt and driving resolution of inconsistent UI patterns in collaboration with engineering.
- Supplier Management
- Oversee relationships with external brand agencies and asset providers, covering iconography, font licensing and specialist freelance support.
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Essential Skills and Experience
- Demonstrable experience designing contact centre technology, covering agent desktop, real-time telephony states and omnichannel concurrency.
- Experience designing supervisor and real-time operational views, such as queue metrics and wallboards.
- Expert-level mastery of Figma, including variables, auto-layout and components, and of the Adobe Creative Suite.
- Deep understanding of responsive design, grid systems and dense information display for desktop and multi-monitor working, as used in agent environments.
- Experience working as a bridge between UX, product and front-end engineering, with practical familiarity with CSS and HTML constraints.
- Working knowledge of WCAG 2.2 AA and of keyboard-first interface design.
Desirable Skills and Experience
- Hands-on experience of Amazon Connect, including the Contact Control Panel and custom agent desktops built on the Amazon Connect Streams API.
- Experience of a contact centre platform migration or replacement, including parity mapping and phased cutover.
- Motion design, covering micro-interactions, Lottie files or After Effects.
- Industry context in SaaS, FinTech or consultancy environments.
- Advanced prototyping skills in ProtoPie, Framer or similar high-fidelity tools.
- Familiarity with designing for PCI-DSS compliant payment capture.
Behaviours and Cultural Alignment
- Values Driven
- Exhibits and actively promotes full alignment with the organisation's purpose, vision and values.
- Agility
- Works effectively in a fast-paced environment, using autonomy to deliver results.
- Resilience
- A confident, resilient team player who takes constructive feedback and iterates rapidly.
- Continuous Improvement
- Stays ahead of UI trends and emerging technologies, including AI-assisted design tooling.
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