#ACN I&P - GN - SONG - AI & Data - Service - UI/UX - Consultant

Job Title - UI/UX & Front-End Engineer Consultant – S&C GN Management Level : 09 – Consultant Location: Bengaluru | Gurugram | Mumbai | Kolkata | Pune | Chennai | Hyderabad Must have skills: UI/UX Design, Figma/Adobe XD/Sketch, React/Next.js/Angular/Vue, WebRTC, JavaScript/TypeScript, Component Libraries Good to have skills: SFU/MCU Architectures (Janus, LiveKit), AI-assisted UX Tools, Conversational UI Design, Usability Testing, DataOps Experience: Minimum 4 years of experience is required Educational Qualification: B.Tech/BE or M.Tech/ME or PhD in Computer Science, Information Technology, or a related field   Job Summary: As a UI/UX Consultant within the S&C GN Customer Service Analytics & Contact Center AI practice, you will be responsible for designing, prototyping, and implementing intuitive, high-performance user interfaces that power enterprise Contact Center AI platform implementations. Your typical day will involve translating complex business requirements into user-centered design solutions using Figma or Adobe XD, building production-ready frontend components using React/Next.js, integrating real-time WebRTC communication features, collaborating with backend and CCaaS integration teams, and advising clients on design systems, accessibility standards, and UX strategy across all phases of delivery.   Roles & Responsibilities: Design and deliver end-to-end UX solutions — from user research, wireframes, and high-fidelity prototypes in Figma/Adobe XD/Sketch to production-ready frontend implementations — for Contact Center AI dashboards, agent workspaces, and supervisor monitoring interfaces. Build scalable, reusable frontend components and design systems using React/Angular/Vue/Next.js, JavaScript/TypeScript, HTML5, CSS3/SCSS, and component libraries (Material UI, Tailwind, Storybook) that are consumed across multiple product teams and client engagements. Design and implement real-time communication UX for video/audio/data channels using WebRTC — covering peer-to-peer media streams, signaling server integration (WebSocket/SIP), STUN/TURN/ICE configuration, and SFU/MCU architectures (e.g., Janus, LiveKit) — with robust connection state management and graceful degradation patterns. Integrate REST/GraphQL APIs and implement authentication/authorization flows (OAuth2, JWT, SSO) within frontend applications, ensuring secure, token-refresh-aware, and optimistic-update-driven user experiences. Ensure cross-browser compatibility and WCAG 2.1 accessibility compliance across all deliverables; conduct and act on usability testing, A/B testing, and user research sessions to continuously improve experience quality. Optimize frontend performance through code splitting, lazy loading, virtual scrolling, SSR/SSG strategies, and Core Web Vitals monitoring; advise clients on responsive, mobile-first design principles and progressive enhancement. Collaborate with CI/CD pipeline teams to integrate frontend build, lint, test (Jest, Playwright/Cypress), visual regression (Chromatic), and deployment stages into GitHub Actions/GitLab CI workflows; support cloud deployments on AWS/GCP/Azure (S3, CloudFront, Vercel). Lead client-facing UX discovery workshops and design reviews; advise on design system governance, component library strategy, and UX toolchain selection prior to and during engagement onboarding. Design conversational UI patterns and integrate real-time AI features — including streaming AI responses, transcription overlays, AI confidence indicators, and RAG-powered search UX — into contact center communication platforms. Mentor analysts and junior designers/developers; conduct design and code reviews across frontend workstreams; present UX and architecture decisions to senior client stakeholders and maintain documentation for knowledge transfer.   Professional & Technical Skills: Must To Have Skills: UI/UX design and prototyping using Figma, Adobe XD, or Sketch — covering wireframing, interactive prototyping, design tokens, and design system governance Frontend development using React/Angular/Vue/Next.js, JavaScript/TypeScript, HTML5, CSS3/SCSS, and component libraries (Material UI, Tailwind CSS, Storybook) Deep WebRTC expertise — peer-to-peer media streams, signaling servers (WebSocket/SIP), STUN/TURN/ICE configuration, SFU/MCU architectures (e.g., Janus, LiveKit), and real-time communication UX patterns for video/audio/data channels REST/GraphQL API integration with authentication/authorization implementation (OAuth2, JWT, SSO, MFA, RBAC) within single-page and server-rendered applications Cross-browser compatibility and accessibility compliance (WCAG 2.1) — including semantic HTML, ARIA, keyboard navigation, screen reader testing, and automated auditing (axe-core, Lighthouse) Performance optimization — code splitting, lazy loading, virtual scrolling, SSR/SSG/ISR, bundle analysis, CDN strategy, and Core Web Vitals improvement Responsive and mobile-first design; user research, usability testing, and A/B testing methodologies Working knowledge of CI/CD pipelines (GitHub Actions/GitLab CI), Git branching strategies, and cloud deployment for frontend applications (AWS S3/CloudFront, GCP, Azure, Vercel/Netlify)

Additional Information: The ideal candidate will possess a strong educational background in Computer Science or a related field, along with a proven track record of delivering design systems and production-grade frontend applications within enterprise cloud and Contact Center AI environments.

Good To Have Skills: AI-assisted UX design tools and conversational UI design patterns for contact center and communication platforms Integration of real-time AI features — streaming responses (SSE/WebSocket), transcription overlays, AI confidence scoring, and RAG-powered search UX Familiarity with CCaaS platforms (Genesys, Amazon Connect, NICE, Five9) and their agent/supervisor UI integration points SFU/MCU architecture familiarity beyond WebRTC — Janus Gateway, LiveKit, media server configuration Familiarity with Kubernetes-deployed frontend applications and containerized micro-frontend architecture

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