Sr. Voice Conversational Designer

Aquent; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Aquent is seeking a seasoned designer to lead the end-to-end voice experience for healthcare-related conversations. You will drive migration to Google Dialogflow CX/CX Agents, architect complex flows, and establish reusable components to ensure consistency across platforms.

You will collaborate with cross-functional leadership, perform linguistic analysis of interactions, and help shape OKRs for the conversational track. A strong background in design systems and healthcare AI is highly valued.

Qualifications

• 5+ years of design strategy and product design experience.
• Proven ability to create accessible, scalable voice experiences.
• Experience with IVR and voice interfaces and dialogue design.
• Experience building design systems with development teams.

Responsibilities

• Lead end-to-end customer experience for voice interfaces.
• Migrate from existing systems to Dialogflow CX and CX Agents.
• Architect complex conversational flows for NLU-driven interactions.
• Define reusable components to maintain consistency across dialogues.
• Collaborate with cross-functional teams to explore AI opportunities.
• Conduct linguistic analysis of user interactions across IVR and chatbots.
• Define toolset with design ops and leadership for dialogue design.

Skills

Voice UX

Conversation design

Design leadership

Language analysis

Education

Bachelor’s degree or higher in design

Tools

Google Dialogflow CX

AWS Lex/Connect

Genesys Cloud

Job description

This innovative company is dedicated to leveraging cutting‑edge technology to create seamless, intuitive, and impactful interactions for its customers, striving to make healthcare more accessible and user-friendly for everyone.

Are you ready to shape the future of voice technology and redefine how individuals interact with their healthcare? We are seeking a visionary and experienced designer to join a dynamic team, where you will be instrumental in crafting exceptional voice conversational interfaces. This is an unparalleled opportunity to lead the migration and innovation of critical systems, directly impacting customer satisfaction and contributing to a healthier future for countless individuals. Your expertise will not only enhance existing platforms but also pave the way for groundbreaking conversational AI applications, positioning our client as a leader in the field.

To be considered for this role,

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis. C2C or 1099 is not permitted for this position

What You’ll Do

• Lead the end-to-end customer experience for voice conversational interfaces, from discovery and opportunity definition to solution design.
• Drive the migration from existing systems to Google Dialogflow CX and CX Agents, ensuring a smooth and effective transition.
• Architect and implement complex conversational flows for NLU-driven interactions within Google Dialogflow CX and CX Agents.
• Define and establish reusable components and libraries to maintain consistency and efficiency across all conversational experiences.
• Identify and champion innovative conversational applications that enhance user interaction with healthcare plans, covering servicing, care support, and new ventures.
• Collaborate with cross-functional leaders to explore "art-of-the-possible" opportunities in conversational AI, aiming to set new industry standards.
• Conduct linguistic analysis of user interactions across all conversational interfaces, including IVR and chatbots, utilizing language analysis tools, potentially with Python.
• Review current conversational systems to pinpoint gaps, pain points, and areas for user experience improvement.
• Partner with design operations and leadership to define and maintain the optimal toolset for designing, testing, iterating on, and monitoring dialogue interactions.
• Contribute to defining objectives and key results (OKRs) and key performance indicators (KPIs) for the conversational track and individual initiatives.

What You’ll Bring

• Bachelor’s degree or higher with 5+ years of relevant work experience in design strategy and product design.
• A proven track record of creating accessible, scalable, and engaging digital user experiences, specifically for IVR and voice.
• Demonstrated experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, and Genesys Cloud.
• Experience developing a design system from the ground up in collaboration with development teams, applying best practices for digital interface design and documentation.
• High self-motivation, excellent communication skills, and the ability to thrive as an experience design subject matter expert within multi-disciplinary teams.
• Familiarity with language analysis tools.

Bonus Points

• Experience with LLMs, Gemini, and Vertex AI.
• Experience designing for customers with healthcare plans or within healthcare services.