Senior Conversation Designer

Req number: R7204

Employment type: Full time

Worksite flexibility: Remote Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary We are looking for a motivated Senior Conversation Designer ready to take us to the next level! If you have expertise in creating intuitive conversational flows for virtual agents, human-centered design thinking, and a strong portfolio showcasing voice or text-based interactions, and are looking for your next career move, apply now.

Job Description

We are looking for a Senior Conversation Designer who can conceptualize, develop, and deliver compelling natural language interactions for our members and the healthcare providers that serve them. As a Senior Conversation Designer on the Digital Innovation Acceleration team, you’ll expand upon your existing skillset and passion for conversational problem solving and help define the multimodal conversational experiences for our family of chatbots, as well as our emerging voice assistant products. This position will be a full-time contract and remote .

Due to the specific legal and contractual requirements associated with this position, only US Citizens will be considered for this role. Candidates must be able to work directly on CAI's W2.

What You’ll Do

Gather technical and product-specific requirements, create dialogs and flows, and build prototypes to create expressive, scalable, and intuitive conversational content for Voicebots, Virtual Assistants, and omnichannel conversational interfaces, ensuring consistent, innovative experiences across channels

Contribute to the development of conversational UI, interactions, and visual tone, and help establish voice and conversation design best practices to ensure a consistent brand experience for all end-users that aligns with organizational content principles

Facilitate human-centered experience and product changes using data gathered from user interaction with conversational products, while balancing business needs and feedback from senior subject experts

Foster collaboration across multiple teams to solve challenging healthcare needs with human-centered design thinking, and communicate solutions with language and storytelling that is on brand

Deliver thoughtful and complete user needs analysis, with clearly prioritized and defined user workflows to inform development and architectural requirements

Partner with research insight teams to assess user behavior and language, uncover hidden needs, summarize insights, and communicate them to drive continuous improvement and test prototypes with end-users

Champion Conversation Design as a practice, driving cultural change, challenging the status quo, and reimagining customer experiences across channels. Continuously grow your depth of knowledge and apply it to evolve or craft new product opportunities

Other duties as assigned or requested

What You’ll Need

Required:
Bachelor’s degree in Human-Computer Interaction (HCI), UX Design, UX Content, or a related field, or relevant experience/education in lieu of a bachelor’s degree

5 years of experience with a strong portfolio showcasing voice and/or text-based conversational flows for virtual agents or virtual assistants that demonstrate how users complete simple and complex tasks, along with examples of mobile application, responsive web, and other digital interface design capabilities

3 years of technical knowledge of conversational design fundamentals, with demonstrated experience designing voice and/or interaction design for conversational chat agents and virtual assistants

3 years of effective verbal and written communication skills, with emphasis on grammar and clear language, and the ability to write in different styles and tones suitable for brand, channel, or situational needs

Experience in conversational design roles, including research, design, development, copywriting, or support, managing multiple concurrent projects of varying complexity

Demonstrated knowledge of natural language technology, API call integration, the tech stack behind modern conversational experiences, and designing for current abilities and limitations

Comprehensive understanding of user experience design and user research processes and methodologies

Experience creating and aiding in the adoption of conversation design tools, component systems, and frameworks, including CXD research and metrics

Highly organized self-starter with the ability to manage multiple projects simultaneously and deliver high-quality work on time in an Agile environment

Proficiency in design thinking exercises and human-centered (HCD) facilitation methods to solve complex challenges

Ability to present ideas and solutions to teams and senior leaders within an organization, both verbally and in writing

Preferred:
Direct experience with Dialogflow and Voiceflow

1 year of demonstrable experience creating conversational interactions in highly regulated industries such as Healthcare, Telecommunications, Consumer and/or Financial Services, and Insurance

1 year of expertise in creating accessible designs while adhering to standards, regulations, and guidelines (e.g., WCAG) to advocate for inclusive design for all users

1 year of facilitation, collaboration, and consensus-building skills, with experience presenting to large cross-functional teams and senior leadership

1 year of familiarity with localization and mapping of content into various languages or multilingual experience

UX Writing, Conversation Design, Conversational Copywriting, or AI Training Certification or Coursework

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

#LI-AL2

Reasonable accommodation statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

$46.00-$50.00 per hr
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.