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
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.
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
