Conversational Designer

HireTalent; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

HireTalent is seeking a Senior Conversational Designer to lead the redesign of voice and chat experiences. You will migrate from legacy IVR to Google Dialogflow CX, architect NLU-driven flows, and build scalable design systems with cross-functional partners.

You will analyze customer interactions to identify gaps and opportunities, define KPIs, and drive ongoing optimization of voice and chatbot experiences. This remote role supports teams across the United States.

Qualifications

• Minimum 5+ years in conversational/product design.
• Strong hands-on experience in IVR, voice, and NLU-driven experiences.
• Experience with Google Dialogflow CX and exposure to other platforms like Genesys Cloud or AWS Lex/Connect.

Responsibilities

• Lead conversational design and migrate from legacy IVR to Dialogflow CX/Conversational Agents.
• Architect complex NLU-driven voice interactions and scalable design systems.
• Analyze customer interactions to identify pain points and opportunities for improvement.
• Partner with product, engineering, data, and operations teams to develop AI solutions.
• Define and track KPIs/OKRs and optimize voice and chatbot experiences.

Skills

Conversational design

IVR design

NLU-driven experiences

Cross-functional collaboration

Communication skills

Design systems

Education

Bachelor's degree or equivalent

Tools

Google Dialogflow CX

Genesys Cloud

AWS Lex/Connect

Vertex AI

Gemini

Python

Job description

Senior Conversational Designer - Voice/IVR & Dialogflow CX | Remote

Are you passionate about creating intuitive voice and conversational experiences that actually make a difference? Client is looking for a Senior Conversational Designer to help modernize and innovate customer experiences through conversational AI.

What You'll Do:

• Lead conversational design and support migration from legacy IVR platforms to Google Dialogflow CX / Conversational Agents.


• Architect complex NLU-driven voice interactions, reusable components, and conversational design systems.


• Analyze customer interactions to identify pain points, gaps, and opportunities for experience improvements.


• Partner with product, engineering, data, and operations teams to develop innovative conversational AI solutions.


• Define and track KPIs/OKRs while supporting ongoing optimization of voice and chatbot experiences.

What You'll Bring:

• Bachelor's degree or equivalent experience with 5+ years in conversational/product design.


• Strong hands-on experience designing IVR, voice, and NLU-driven experiences.


• Experience with Google Dialogflow CX, plus exposure to Genesys Cloud, AWS Lex/Connect, or similar platforms.


• Familiarity with LLMs, Gemini, Vertex AI, Python-based language analysis, and conversational analytics.


• Strong communication skills and experience building scalable design systems with cross-functional teams.

Healthcare or Medicare experience is a plus.