Senior Conversational AI Designer: Scheduling & Execution

Design Better Podcast; Town of Texas, Northern (WI, KY); Hybrid; USD 93,000 - 185,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Other resources

Job summary

CVS Health is seeking a Senior Conversational AI Designer for Scheduling & Execution to lead interaction and content design across IVR, voice, chat, and SMS. You will shape voice and tone, set guardrails for generative AI, and collaborate with product and engineering to deliver seamless multi-channel experiences.

The role emphasizes designing end-to-end conversational experiences, testing methodologies, and guiding the organization in AI-driven design practices within the Scheduling & Execution

Qualifications

• 5-7 years of professional UX/Interaction/Product design experience.
• 3+ years in Conversation Design (VUI, IVR, Chatbots, SMS).
• Experience with generative AI and LLM-driven interactions.
• Designs transactional conversational flows across IVR, voice, SMS, and chat.
• Portfolio demonstrating conversational design processes and outcomes.

Responsibilities

• Lead conversational design, flow-mapping, and narrative experience across IVR, automated voice, live/bot chat, and SMS.
• Translate complex workflows into intuitive conversational paths.
• Create low-to-mid fidelity prototypes to test turn-taking, voice barge-in, latency.
• Develop testing methodologies including tabletop reads and WoZ testing.
• Conduct end-to-end user research to define voice and tone for conversations.
• Collaborate with product and engineering to define guardrails for LLM agents.
• Define voice, tone, and brand persona guidelines for AI engagements.
• Mentor designers on conversational best practices.
• Analyze metrics to optimize conversational flows (fallbacks, drop-off, accuracy).
• Advocate for AI/LLM paradigms in roadmaps.

Skills

Conversation design

UX design

Product design

Prototype testing

Research methods

Cross-functional collaboration

Education

Bachelor's or Master’s degree in HCI/Linguistics/UX

Tools

Voiceflow

Twilio Studio

Figma

Cognigy

Job description

CVS Health is seeking a Senior Conversational AI Designer for Scheduling & Execution to lead interaction and content design across IVR, voice, chat, and SMS. You will shape voice and tone, set guardrails for generative AI, and collaborate with product and engineering to deliver seamless multi-channel experiences.

The role emphasizes designing end-to-end conversational experiences, testing methodologies, and guiding the organization in AI-driven design practices within the Scheduling & Execution