Principal, Product Design

Nextiva • Scottsdale, AZ

2d • Hybrid

About The Position

Redefine the future of customer experiences. One conversation at a time.
At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.
Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.

Requirements

• Bachelor's degree in Computer Science, User Experience and Interaction Design, or closely related. Employer will accept foreign equivalent and/or advanced degree if in the same field.
• 48 months of experience in job offered, Product Designer, Product Design Intern, Full Stack Software Engineer, Software Engineer, or closely related
• Experience designing framework for a software engineering platform using Figma.
• Ability to manage websites, including SEO, user experience, lead demand generation, and analytics.
• Experience with the software tools: Figma, HTML, CSS, JavaScript, Usertesting.com, Confluence, Jira, React.JS, AWS, Python
• Knowledge of frontend architecture enhancement with React, driving user experience improvements through iterative design sprints and QA testing.
• Ability to lead product roadmaps, prioritize features based on user needs and business goals, and collaborate with design teams using frameworks like the Double Diamond model throughout the product lifecycle.

Responsibilities

• Work on all facets and phases of the design processes to foster better collaboration across Nextiva products, development, and marketing teams, focusing on design validation and roadmap planning.
• Drive design systems efforts by introducing version control in Figma, expediting component development, and fostering collaboration among Dev, QA, Product, and Marketing teams.
• Lead design initiatives for Nextiva’s customer service enterprise segment by conducting user research and iterative design sprints, optimizing omni-channel ticket management such as live chat, SMS, calls, and social media to improve service level agreement (SLA) times and customer satisfaction.
• Design AI-powered assistant by integrating user feedback from Pendo and user testing, to provide agents with instant access to information like KB resources, workflows, user forms, and e-commerce and CRM integrations to improve agent productivity.
• Lead design of AI-driven timeline view interface that provides agents with a 360-degree overview of the customer journey, allowing them feedback to help reduce SLA times.
• Develop a “one customer, one ticket” solution by streamlining ticket management for a true omni-channel experience and unifying all touch points in a single view.
• Design a non-ticketed solution platform (“My Hub”) for small and medium size businesses by conducting heuristic evaluations and competitive analysis, serving over thousands of users and allowing smooth transition from older platforms.

Benefits

• Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
• Life, disability, and supplemental indemnity plans
• Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays
• 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
• Employee Assistance Program and comprehensive wellness initiatives
• Access to ongoing learning and development opportunities and career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Principal