UX Conversation Designer – REMOTE CST​/EST

Top Skills

• Experience writing conversational dialogue for IVR & chat
• Experience designing conversation flows for IVR & chat
• Experience writing for accessibility and meeting grade level requirements
• Additional qualities:
  Share a portfolio piece or case study that highlights your design skills during the interview. We prefer understanding your discovery approach and design process as much as the finished product.

Our customer is looking for a Conversational Designer to join their team. This person will contribute to the design efforts for improving the interactive voice response (IVR) & chat dialog to be more intuitive & user‑friendly. Organize & facilitate co‑design workshops with stakeholders from our health plans and define our approach for documenting conversation designs to share with stakeholders & development teams.

Identify standard practices for conversation design as they pertain to topics like voice & tone for specific audiences, reading/comprehension levels for state requirements, and accessibility affordances in the IVR & chat. Design and document our information architecture and map internal terminology to customer utterances to make designs user‑centric and consistent.

• Work with stakeholders, product designers, and user researchers to create the best experience through IVR prompts, user flows, chat dialogue, and utterance routing.
• Represent established brand, voice, and tone guidelines while meeting readability & accessibility regulations at the state level.
• Create and update our conversation writing style guide as an extension of brand guidelines.
• Support UX/HCD activities, including consultations, design sprints, and facilitating workshop sessions.
• Apply human‑centric design principles to clarify problems, create shared alignment, and craft appropriate solutions.
• Build prototypes, conversation flows, and other deliverables efficiently and liaise to apply consistent UX processes.
• Maintain user journeys and content designs for our contact center technologies, monitor and troubleshoot problems.
• Serve as liaison between all business groups, operations, and our contact centers.
• Monitor and analyze IVR & chat usage to determine health plan needs and recommend content updates and features.
• Participate in content reviews and audits, including providing qualitative analysis and making recommendations to align with business goals.
• Produce and maintain accurate logs of IVR & chat changes to track potential errors.

• IVR, Design, Conversation Dialogue, Prototyping, UX Design

Expert Level

Contract position based out of Atlanta, GA. Remote.

Pay range $55.00–$65.00/hr benefits include medical, dental & vision, critical illness, accident, 401(k) retirement plan, life insurance, disability, HSA, transportation benefits, EAP, and PTO.

This position is anticipated to close on Jan 26, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.