UX Conversation Designer - REMOTE CST​/EST

Overview

Our customer is looking for a Conversational Designer to join their team. The role contributes to improving the interactive voice response (IVR) and chat dialog to be more intuitive and user-friendly. The designer will organize and facilitate co‑design workshops with stakeholders from our health plans, define documentation approaches, identify standard practices for voice, tone, reading levels, and accessibility, and design information architecture to map internal terminology to customer utterances.

• Organize & facilitate co-design workshops with stakeholders from 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 voice & tone for specific audiences, reading/comprehension levels for state requirements, and accessibility affordances in IVR & chat.
• Design and document our information architecture and map internal terminology to customer utterances to make designs user-centric and consistent.
• Support UX/HCD activities, including consultations, design sprints, and facilitating workshop sessions.
• Apply human-centered design principles and tools to clarify problems, create shared alignment, and craft appropriate solutions.
• Build prototypes, conversation flows, and other deliverables efficiently; liaise to apply intelligent and consistent UX processes with stakeholders.
• Create, update, and maintain user journeys and content designs for our contact center technologies and monitor and troubleshoot problems.
• Serve as a 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, providing qualitative analysis of IVR & chat content and making recommendations to align with business goals.
• Produce and maintain accurate logs of IVR & chat changes.
• Perform other duties as assigned and comply with all policies and standards.

Experience Level: Expert Level

• Experience writing conversational dialogue for IVR & chat.
• Experience designing conversation flows for IVR & chat.
• Experience writing for accessibility and meeting grade level requirements.

Sharing a portfolio piece or case study that highlights your design skills during the interview is preferred. We are interested in understanding your discovery approach and design process as much as the finished product.

IVR, Design, Conversation Dialogue, Prototyping, UX Design.

This is a contract position based out of Atlanta, GA. The position is fully remote.

Pay range: $55.00 – $65.00 per hour.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available
• Life Insurance (voluntary life & AD&D for employee and dependents)
• Short‑ and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off/leave (PTO, vacation or sick leave)

The 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.