Senior Conversational Designer
BlueCross BlueShield of Tennessee
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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Job Level
About the role
- Design and deliver conversational experiences for AI assistants across chat, web, mobile, and voice channels.
- Develop dialog flows, conversation maps, and content models for natural, context-aware interactions.
- Write and refine prompts, responses, and error-handling language aligned with brand tone and clarity.
- Collaborate with cross-functional teams (Product, Engineering, SMEs) to translate business needs into user-centered journeys.
- Partner with NLU/NLP teams to define and optimize intents, entities, and fallback strategies.
- Conduct usability reviews and analyze interaction data to identify friction points and improve performance.
- Ensure compliance with governance, privacy, accessibility, and brand standards.
- Document reusable patterns, style guidelines, and best practices for consistency and scalability.
Requirements
- Bachelor’s Degree in UX Design, Human-Computer Interaction, Linguistics, Communications, Cognitive Science, or equivalent experience.
- 3+ years designing conversational experiences for chatbots, virtual assistants, or voice/telephony applications.
- Experience collaborating in Agile or cross-functional product teams.
- Experience with conversational AI platforms such as Kore.ai, Cognigy, Google (Dialogflow/Vertex AI), or similar ecosystems.
- Strong writing skills for concise, natural-sounding dialog across text and voice channels.
- Knowledge of conversational UX principles, dialog architecture, and AI-driven interaction models.
- Familiarity with NLU training concepts including intents, entities, utterances, annotation strategies.
- Ability to analyze conversation data and make data-driven design recommendations.
- Proficiency in Microsoft 365 and collaboration tools such as Figma, Miro, or Lucidchart.
- Excellent oral and written communication skills.
Benefits
- Health insurance
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
conversational designdialog flowscontent modelsNLUNLPdata analysisconversational UX principlesdialog architectureAI-driven interaction modelswriting for dialog
Soft Skills
collaborationcommunicationproblem-solvinguser-centered designattention to detailcreativityadaptabilityanalytical thinkingteamworkusability review