Cxone AGENT
Designing CXOne Agent: Turning Complex Operations into a Cohesive Agent Experience
My role as a Senior UX Designer involved designing innovative products focused on Agents and CRM integration (Salesforce, Microsoft Dynamics, Zendesk, etc), and Supervisors. I partnered closely with engineering and stakeholders to define, design, and evolve the CXone Agent experience. Design systems and component libraries I worked on focused on usability, scalability, and real-world agent workflows.
NICE CXone is top-tier cloud-based software that consistently achieves the annual highest position Gartner Magic Quadrant in the SaaS contact center industry. In 2021 it was named a Leader in the 2021 Magic Quadrant for CCaaS, ahead of other competitors like Genesys, Five9, Talkdesk, and Amazon Web Service resulting in another 7 consecutive years of receiving this award.
CXone Agent was designed to support customer service agents operating across multiple channels, tools, and workflows. The challenge wasn’t just building features, it was creating a coherent experience inside a system shaped by legacy tools, evolving requirements, and real-time operational pressure. From the start, my role focused on clarifying the problem space: understanding agent needs, identifying friction points, and translating complex operational requirements into a usable, scalable interface.
I worked alongside a brilliant team throughout the entire design process that involved planning, flows, wireframes, research (remote and on-site), component libraries, and iterations.
Real-Time Interaction Guidance in CXone Agent
Design Focus
The primary challenge was not feature design, but coherence. Agents needed to understand system state instantly, act quickly, and trust the interface during long, high-pressure sessions.
Scope included:
Reducing cognitive load across dense workflows
Establishing consistent interaction patterns across tools
Designing for edge cases and operational reality
Balancing power-user efficiency with clarity and approachability
Role
I partnered closely with engineering and stakeholders to create product and UX design across the agent experience.
My work emphasized:
Product and UX design for core agent workflows
Translating complex CX operations into usable interaction flows
Designing for high-volume, real-time, multi-task environments
Aligning design intent with technical constraints through close global engineering collaboration
An addition to CXone Agent, I led the design of Real-Time Interaction Guidance, focusing on how real-time feedback can support human performance without increasing cognitive load. The experience translates live conversation signals into subtle, contextual guidance for agents, while giving supervisors clear visibility into performance patterns as they emerge.
My work focused on determining what information matters in the moment, when it should appear, and how it should be presented so it supports, and not disrupts agent flow. When it comes to call center software, we design for trust when the system is live and the stakes are real.
Real-Time Interaction Guidance Salesforce Integration
This project strengthened my approach to design leadership in ambiguity, which still exists even in an enterprise setting. I learned to prioritize clarity, systems thinking, and close collaboration to bring order to complex enterprise SaaS products.
Check out CXone Real-Time Interaction Guidance on the NICE product page
Skills
User flows and wireframing
User Interviews
Prototyping
Onsite User Research
Remote Moderated Usability Testing
Cross-functional collaboration with global engineers and product
High fidelity iterations
Developer Technical Reviews
High level Stakeholder Presentations
Mentor junior designers
TOOLS
Adobe XD
Invision
Powerpoint
Microsoft Teams
Zoom
Happy Light Sun Lamp (workspace optimization)