Senior Conversational AI Designer, Scheduling & Execution

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🕒 July 24

🤠 Texas – Remote

🤠 Texas – Remote

💵 $92.7k - $185.4k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Lead conversational design, flow-mapping, and narrative experiences across IVR, automated voice, live/bot chat, and SMS • Translate enterprise workflows and user insights into intuitive, empathetic, multi-channel conversational paths • Build low-to-mid fidelity conversational prototypes using tools such as Voiceflow, Twilio Studio, or interactive Figma components • Design and execute conversational testing, including tabletop roleplay read-throughs, voice prototype usability testing, and Wizard of Oz testing • Conduct end-to-end user research and content strategy for voice, tone, and informational flow • Design conversational guardrails and boundaries for LLM-driven agents, including decline, redirect, and escalation behaviors • Define and govern voice, tone, and brand persona guidelines for conversational AI engagements • Advise other product verticals on conversational design systems and AI patterns • Mentor product designers on conversational best practices • Optimize conversational flows using performance metrics, speech-recognition errors, and call-center transcript data • Advocate for generative AI and LLM design paradigms in product and technology roadmaps

🎯 Requirements

• 5–7 years of professional experience in UX, Interaction, or Product Design • 3+ years of professional experience dedicated to Conversation Design, including VUI, IVR, chatbots, SMS, and Conversational AI • Experience with generative AI conversational patterns, prompt engineering, response guardrails, and LLM-driven interactions • Proven experience designing transactional conversational flows across IVR, automated voice, SMS, and chat from concept through implementation • Hands-on experience across design-to-production testing, including table read-throughs, voice prototyping, Wizard of Oz testing, and production evaluation • Ability to partner with engineering on automated capability and regression testing frameworks • Strong portfolio demonstrating conversational design process, sample flows, dialog scripts, system personas, error-handling logic, prototyping methods, and outcomes • Foundational understanding of NLU concepts including intents, entities, slot-filling, context mapping, and confidence scores • Working knowledge of VUI standards, SSML, voice pacing/inflection, system latency, and barge-in • Experience in healthcare, clinical workflows, or logistics/scheduling platforms preferred • Proficiency in Figma or similar for flow mapping, and familiarity with Voiceflow, Cognigy, or Twilio Studio • Strong background in service blueprinting and service design practices preferred • Bachelor’s or Master’s degree in HCI, Linguistics, Communications, User Experience, Digital Design, or related field, or equivalent experience

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being • CVS Health bonus, commission or short-term incentive program eligibility