Sutherland GLobal

Human-centered Design: Enterprise voice solutions

Overview

Sutherland's Connect platform is a robust solution tailored for enterprise-level contact centers, with a focus on intelligent voice interactions, live chat, and backend management. The goal of the design engagement was to modernize and humanize the platform across three major areas: the live agent chat window, the backend control panel for managers, and the IVR (Interactive Voice Response) profile builder.

My role

UI/UX Designer

Platform

Web & Mobile

Year

2021 - 2022

Open MacBook Pro displaying a Salesforce interface with opportunity details, customer interactions, and call logs on a black background.

Modernizing the Agent Experience

Starting with the agent interface, the objective was to reduce friction in high-stress environments. Agents needed fast access to conversation history, customer data, and resolution tools—all while maintaining a natural flow with the customer. The design approach focused on clarity and efficiency. I implemented a clean layout with collapsible panels, contextual tooltips, and real-time visual cues for incoming messages, sentiment analysis, and escalation triggers. The typography and color system were engineered for long hours of screen time—subtle, contrast-balanced, and easy on the eyes.

Backend, Reimagined for Control and Agility

For the backend platform, I tackled a very different use case. Managers needed detailed analytics, call routing configurations, and user management tools—all without being buried in configuration hell. This part of the platform received a card-based modular design, allowing users to customize views based on KPIs and activity. Dynamic filtering, bulk actions, and quick-edit panels made the backend feel less like a dashboard and more like a command center—nimble and responsive.

Laptop displaying a web application dashboard with client profile details, IVR configuration, and DNS profiles interface.

Designing Complex Logic for Simiplicity

The IVR profile creation tool was one of the more complex areas. It required designing a drag-and-drop interface where admins could build conversational trees for voice menus and automated workflows. This meant creating a visual language that was intuitive for both technical and non-technical users. I designed flowchart nodes with smart snapping, validation alerts, and inline editing

Open MacBook Pro with a call transcript and audio log on the screen, set against a black background.
A MacBook Pro displaying a scheduling software on a black background.