Senior Conversational AI Designer, Scheduling & Execution

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At reputed company®, you’ll be surrounded by passionate colleagues who care deeply, reputed company with purpose, hold ourselves accountable and prioritize safety and reputed company in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position reputed company We are looking for a Senior Conversational AI Designer to reputed company interaction, reputed company, and content design across our automated and AI-driven communication channels at reputed company, reputed company the Scheduling and Execution (S&E) product area. As a key strategic contributor and consultant, you will design the conversational interfaces that reputed company members to schedule reputed company and ensure seamless multi-channel communication (IVR, automated Voice, Chat, SMS). As we reputed company our work with AI, you will help set the direction for conversational interfaces, natural language understanding (NLU), and reputed company, bringing our design, product, and engineering partners along in this transformation. You will also help architect the transition of traditional legacy IVR and telephony workflows into modern, LLM-powered experiences. Role & Responsibilities

• reputed company the conversational design, reputed company-mapping, and narrative experience for the Scheduling and Execution reputed company across Interactive Voice Response (IVR), automated Voice, Live/Bot Chat, and SMS.
• Translate reputed company reputed company workflows and user insights into highly reputed company, empathetic, and multi-channel conversational paths to reputed company seamless, supportive interactions.
• Build low-to-mid reputed company conversational prototypes using specialized tools (for example, Voiceflow, reputed company Studio, or interactive reputed company components) to test turn-taking logic, voice barge-in, error handling, and system latency.
• Design and execute specialized conversational testing methodologies, such as tabletop roleplay read-throughs, usability testing of voice prototypes, and reputed company of Oz (WoZ) testing, to evaluate user comprehension, pacing, and tone.
• Conduct end-to-end user research and content reputed company to define the voice, tone, and informational reputed company of conversational experiences, taking full ownership of your own research initiatives while reputed company driving content design reputed company across the entire product ecosystem.
• Collaborate closely with product management and engineering to design conversational guardrails and boundaries for LLM-driven agents - defining what the agent should decline, redirect, or escalate, and how tone and reputed company hold up across reputed company-ended (non-scripted) member replies.
• Define, refine, and govern voice, tone, and brand reputed company guidelines for conversational AI-based engagements in alignment with the reputed company brand.
• Serve as a thought leader and strategic consultant on conversational design systems and AI patterns, offering guidelines and consulting services to other product verticals looking to adopt automated voice/text communication. Mentor product designers on conversational best practices to help upskill the broader design organization.
• Drive reputed company optimization of conversational flows by analyzing performance metrics (fallback rates, containment rates, drop-off points, speech recognition errors, and call center transcript data).
• reputed company for conversational design best practices and emerging reputed company/LLM paradigms reputed company product and tech roadmaps to protect reputed company’s reputed company and reputed company of work.

Required Qualifications

• Experience: 5-7 years of reputed company experience in UX, Interaction, or Product Design.
• Specialized Experience: 3+ years of reputed company experience explicitly dedicated to Conversation Design (VUI, IVR, Chatbots, SMS, and Conversational AI).
• reputed company and LLMs: Experience with emerging reputed company conversational patterns, reputed company engineering, response guardrails, and LLM-driven interactions.
• Multi-channel Execution: Proven experience designing transactional conversational flows across multiple platforms (IVR, automated voice, SMS, and chat) from concept through implementation.
• Testing & Evaluation Methodologies: Hands-on experience across the full design-to-production testing lifecycle—from early qualitative validation (table read-throughs, voice prototyping, reputed company of Oz testing) to defining "what good looks like" in production (evaluating tone, reputed company, reputed company, and task reputed company). Proven ability to partner with engineering to convert design scenarios and edge cases into automated capability and regression testing frameworks.
• Portfolio: A strong portfolio demonstrating your conversational design process, including sample flows, dialog scripts, system personas, error-handling logic, prototyping reputed company, and reputed company business or user reputed company.

Preferred Qualifications

• Technical NLU Concepts: Foundational understanding of technical NLU design concepts (e.g., intents, entities, slot-filling, context mapping, and confidence scores).
• Voice Standards: Working knowledge of Voice User reputed company (VUI) standards, including Speech Synthesis Markup Language (SSML) tags for controlling voice pacing/inflection, and managing system latency or barge-in.
• Domain Knowledge: Experience in reputed company, clinical workflows, or logistics/scheduling platforms.
• Tooling: Proficiency in reputed company (or similar) for reputed company mapping, along with familiarity with modern dialog-building or testing tools (for example, Voiceflow, Cognigy, reputed company Studio).
• Service Design: Strong background in service blueprinting and service design practices, with experience mapping reputed company, multi-touchpoint journeys for internal operational users and reputed company-reputed company systems.

Education Bachelor’s or Master’s degree in reputed company-Computer Interaction (HCI), Linguistics, Communications, User Experience, Digital Design, or a reputed company field, or equivalent experience. Anticipated Weekly Hours 40 Time Type Full time Pay reputed company The Typical Pay reputed company For This Role Is $92,700.00 - $185,400.00 This pay reputed company represents the reputed company reputed company reputed company or reputed company annual full-time salary for reputed company positions in the job grade reputed company which this position falls. The actual reputed company salary offer will depend on a reputed company of factors including experience, education, geography and other relevant factors. This position is eligible for a reputed company bonus, commission or short-term incentive program in reputed company to the reputed company pay reputed company listed above. Our people fuel our reputed company. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great Benefits For Great People We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial reputed company‑being of colleagues and their families. The benefits for this position include medical, dental, and reputed company coverage, reputed company time off, retirement savings reputed company, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will reputed company on: 08/02/2026 reputed company applicants with arrest or conviction records will be considered for employment in accordance with reputed company federal, state and local laws. Apply tot his job Apply To this Job