#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.