Sr. Voice Conversational Designer

Aquent, a leading talent solutions partner, is thrilled to support a pioneering organization at the forefront of transforming healthcare experiences. 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 truly shape the future of voice technology and redefine how individuals interact with their healthcare? Join a dynamic and forward-thinking 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 this organization as a leader in the field. Be at the forefront of innovation, making a tangible difference in how people access and understand their healthcare.

What You'll Do

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

Must-Have Qualifications

• 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 comprehensive 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 various language analysis tools.

Nice-to-Have Qualifications

• Experience with Large Language Models (LLMs), Gemini, and Vertex AI.
• Experience designing for customers with healthcare plans or within healthcare services.