Senior Conversational AI Designer – Scheduling & Execution

Job not on LinkedIn

🕒 July 24

🤠 Texas – Remote

🤠 Texas – Remote

💵 $92.7k - $185.4k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

👻 Ghost score 34%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 experience for Scheduling and Execution 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 to test turn-taking logic, voice barge-in, error handling, and system latency • Design and execute conversational testing methodologies, 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 • Drive content design quality across the product ecosystem • Collaborate with product management and engineering to design guardrails and boundaries for LLM-driven agents • Define when agents should decline, redirect, or escalate and ensure tone and clarity across open-ended member replies • Define, refine, and govern voice, tone, and brand persona guidelines for Signify conversational AI engagements • Serve as a strategic consultant on conversational design systems and AI patterns • Offer guidelines and consulting services to product verticals adopting automated voice/text communication • Mentor product designers on conversational best practices • Optimize conversational flows using performance metrics, fallback rates, containment rates, drop-off points, speech recognition errors, and call center transcript data • Advocate for conversational design best practices and emerging generative AI/LLM paradigms in product and technology roadmaps

🎯 Requirements

• 5-7 years of professional experience in UX, Interaction, or Product Design • 3+ years of professional experience explicitly dedicated to Conversation Design (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 the full design-to-production testing lifecycle, including table read-throughs, voice prototyping, and Wizard of Oz testing • Ability to define production evaluation criteria for tone, persona, empathy, and task success • Ability to partner with engineering to convert design scenarios and edge cases into automated capability and regression testing frameworks • Strong portfolio demonstrating conversational design process, sample flows, dialog scripts, system personas, error-handling logic, prototyping methods, and tangible business or user outcomes • Bachelor’s or Master’s degree in HCI, Linguistics, Communications, User Experience, Digital Design, or a related field, or equivalent experience • 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 • Proficiency in Figma or similar tools and familiarity with Voiceflow, Cognigy, Twilio Studio, or similar dialog-building/testing tools • Strong background in service blueprinting and service design practices • Experience mapping complex, multi-touchpoint journeys for internal operational users and enterprise-scale systems

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources based on eligibility • CVS Health bonus, commission or short-term incentive program in addition to base pay