Senior Conversational Designer (AI & Voice UX)

Overview

Remote
Depends on Experience
Contract - W2
Contract - 26 week(s)

Skills

Artificial Intelligence (AI)

Job Details

Job at a Glance

  • Title: Senior Conversational Designer (AI & Voice UX)

  • Location: Remote, with travel up to 2 days per month to Allentown, PA and occasional travel to Louisville, KY and Providence, RI

  • 6 month initial contract

  • $75-80/hour W2

The Senior Conversational Designer is a critical role in shaping intuitive, human-centered conversational experiences across digital and voice channels. You will lead the design of dialogue flows and scripts for both non-AI powered and AI-powered chatbots, IVR systems, and other conversational interfaces. You will ensure these conversational interfaces align with the brand voice, drive self-service success, and elevate the customer experience.

Responsibilities

Conversational Design

  • Design and optimize conversational flows, intents, maps, and scripts for conversational customer service platforms.

  • Create reusable patterns and design systems for conversational experiences.

  • Develop multimodal experiences that account for text, tone, visual prompts, and voice.

  • Apply principles of linguistics, cognitive psychology, and UX writing to drive natural, engaging conversations.

Collaboration & Cross-Functional Support

  • Collaborate with cross-functional teams including product managers, developers, and UX/UI designers to ensure seamless integration of omnichannel conversational experiences.

  • Partner with researchers to prototype and use findings to refine and optimize conversational designs.

  • Analyze customer interactions and feedback to continuously improve conversational interfaces.

  • Work closely with data analysts and bot trainers to continuously improve AI responses using real customer behavior and feedback.

Governance & Quality

  • Establish and maintain design standards, tone of voice, and conversational frameworks.

  • Document dialogue flows and user journeys using tools like Voiceflow, Miro, or Lucidchart.

  • Support the governance of chatbot content libraries and ensure consistency across channels.

Knowledge Sharing & Innovation

  • Share expertise in conversational design to elevate the quality and consistency of chatbot and voice experiences.

  • Contribute to team learning by offering best practices, frameworks, and guidance.

  • Stay updated with the latest trends and advancements in conversational interfaces and Gen AI and apply them to customer experiences.

  • Help increase the maturity of the conversational design practice by identifying gaps and recommending scalable approaches.

Qualifications

Basic Qualifications

  • 5+ years experience in conversational design, UX writing, or voice UI design.

  • Strong portfolio of chatbot, IVR, or voice-based experiences that showcase your impact.

  • Strong understanding of AI technologies and their application in conversational interfaces.

  • Proficiency in common design tools such as Figma, Voiceflow, Lucidchart, and Miro.

  • Excellent verbal and written communication skills.

  • Ability to be part of a collaborative team, manage ambiguity, iterate quickly, and work independently.

  • Ability to think creatively and strategically to solve complex design challenges.

Preferred Qualifications

  • Experience working in agile environments or using SAFe methodology.

  • Experience in utilities or other regulated industries (e.g., finance, insurance, healthcare).

  • Familiarity with analytics tools like Google Analytics, Power BI, or chatbot dashboards.

  • Experience with user research methodologies and usability testing.

  • Bachelor’s or advanced degree in Design, Human-Computer Interaction, Computer Science, or a related field.

About the Client

The client is a 100+ year-old energy organization undergoing a major digital transformation to deliver best-in-class customer experiences. They are committed to leveraging cutting-edge technologies to enhance customer interactions and streamline internal operations. The team focuses on building seamless, intuitive experiences for millions of customers and thousands of employees. They value safety, trust, work-life balance, and a “fail fast” mindset — believing that learning through iteration is key to innovation. This position supports the internal Customer Experience Strategy & Design team as they shape the next generation of conversational and omnichannel interactions for the utility of the future.



#INDGEN #ZR

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