Voice User Interface (VUI) Designer

We're looking for a Voice User Interface (VUI) Designer who's passionate about shaping how people interact with our company through voice and chat. You'll design intuitive, human, and efficient IVR and conversational AI experiences that help both members and dental providers get what they need quickly and confidently.

This role blends creativity and technical precision — you'll map out natural dialogue flows, optimize tone and clarity, and collaborate closely with product and engineering teams to bring seamless, voice-driven journeys to life.

Responsibilities:

• Design Conversational Experiences
• Design IVR and NLU-driven experiences that serve distinct user groups — from members navigating insurance questions to providers managing complex patient or claims data.
• Craft natural, context-aware dialogues that feel human while maintaining accuracy and compliance.
• Define error handling, confirmation, and escalation patterns that keep callers in control and reduce friction.
• Extend design principles to chat-based interactions, ensuring consistency across voice and text channels.
• Translate Design into Systems
• Create and maintain detailed conversation design documentation, including call flows, intents, prompts, and logic paths.
• Partner with developers and engineers to integrate designs into Microsoft Dynamics 365.
• Ensure experiences align with accessibility, regulatory, and privacy requirements.
• Voice and AI Optimization
• Develop and test voice prototypes using tools like Voiceflow, Botmock, or similar platforms.
• Conduct listening sessions and usability testing to evaluate comprehension, tone, and success rates.
• Partner with analytics and product teams to review call and chat metrics (containment, first call resolution, drop-off, satisfaction) to identify improvement opportunities.
• Collaborate Across Disciplines
• Work closely with business stakeholders, product managers, engineers, and analytics teams to refine models and flows.
• Advocate for user-centered voice design principles within the product organization.
• Contribute to building design standards and best practices for voice and conversational experiences company-wide.

• 5-7 years of experience designing IVR, VUI (preferably Nuance UI format), or conversational interfaces (voice and/or chat).
• Strong understanding of DTMF and NLU/NLP-based systems and Neural TTS capabilities.
• Familiarity with IVR platforms such as Nuance and Microsoft D365.
• Experience documenting and testing conversational flows with product, and engineering partners.
• Familiarity with telecom infrastructure, CTI, call routing, and backend system integrations.
• Excellent communication and writing skills — able to craft prompts that are concise, empathetic, and on-brand.
• Curiosity, empathy, and a systems-thinking mindset — you design for humans and the operational ecosystem that supports them.
• A master in VUI design; ability to work with cross functional partners to deliver solutions and expected outcomes that meet the needs of our users.
• Presentations communicate the problem, solution, the expected outcome, and impact through a well-organized presentation with strong storytelling skills to persuade and influence the audience.
• Leads by example the importance of strong working relationships with cross-functional teams.
• Well versed in the product domain and business and participates in stakeholder meetings.
• Plans and leads by example a culture of sharing and collaboration through design reviews to raise the bar in quality within a safe and trusted environment that is inclusive.
• Develops and maintains detailed design documentation including specifications, redlines, and style guides.
• Leads, plans, and facilitates end-to-end collaborative design sessions, with senior audiences.
• Has a curious nature towards problem solving and seeks to apply innovative design methods to sharpen craft professionally as a VUI Designer.
• Engaged and fully participates to help guide the conversation towards a resolution.
• Proactive and self-motivated.
• Team player attitude and ability to collaborate with product team partners towards a common goal.
• Openly shares design work and welcomes feedback, comments, and suggestions.
• Aware of underrepresented users and champions the need for accessibility guidelines and application.

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program