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Dice is the leading career destination for tech experts at every stage of their careers. Our client, Primary Talent Partners, is seeking the following. Apply via Dice today!

Primary Talent Partners has an open 12 month W2 contract with a large utilities client of ours in the Charlotte, NC area.

Pay Range: $48.00 to $53.00 per hour (No PTO, benefits, etc but self funded ACA-compliant healthcare plan available to opt-in to)

Schedule:

Location Requirement

Charlotte candidates required. Minimum 3 days in office a week

Job Overview

We're launching an initiative to enhance the Call Center Specialist experience within SAP C4C, aiming to improve efficiency in customer support. Since implementation, SAP C4C has undergone hundreds of functional enhancements ranging from efficiency improvements to support for new products, services, and regulatory requirements. However, due to limited governance over these changes, C4C has evolved into a complex and fragmented system, making it increasingly difficult for specialists to maintain productivity especially in the face of high turnover and ongoing training demands. We're seeking a dedicated UX resource to help us streamline the experience, reduce friction, and optimize workflows for the call center team.

Responsibilities

• Collaborate with optimization team and call center staff to understand their needs and challenges.
• Analyze the current SAP C4C system and identify areas for improvement.
• Design and implement user-friendly interfaces and workflows to enhance the call center specialist experience.
• Conduct usability testing and gather feedback to refine designs.
• Work closely with developers to ensure seamless integration of UX improvements.
• Create documentation and training materials to support the adoption of new workflows.
  
  

• Education: Bachelor's degree in a relevant field; or 5 years experience in lieu of a degree.
• Experience: Minimum of 4 years of related experience in product design.
• Skills: Proficiency in design tools such as Figma, Adobe XD, or Sketch. Strong understanding of user-centered design principles and methodologies.
• Experience with SAP C4C or similar CRM systems is a plus.
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced and evolving environment.
  
  

• Experience in designing for call center or customer support environments.
• Familiarity with the challenges of high turnover and ongoing training demands.
• Knowledge of regulatory requirements and how they impact system design.
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Design, Art/Creative, and Information Technology

• Industries

  Software Development

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