UX Conversational Designer

📍 Job Overview

Job Title: UX Conversational Designer

Company: TEKsystems

Location: Dallas, Texas, United States

Job Type: CONTRACTOR

Category: UX/Product Design Operations

Date Posted: March 25, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Fully Remote

🚀 Role Summary

• Design, develop, and optimize conversational dialogue for IVR and chat platforms within a large healthcare client environment.

• Champion human-centered design principles to create intuitive, user-friendly, and accessible customer experiences.

• Collaborate cross-functionally with stakeholders, product designers, and user researchers to deliver high-quality conversational interfaces.

• Maintain and evolve content design documentation, including user journeys, style guides, and best practices for voice and tone.

• Analyze interaction data to identify areas for improvement and drive continuous optimization of conversational AI.

📝 Enhancement Note: This role sits at the intersection of UX design, content strategy, and operations, focusing on the practical implementation and ongoing refinement of conversational interfaces. The emphasis on IVR and chat within a healthcare payer space suggests a need for highly regulated, compliant, and user-centric design.

📈 Primary Responsibilities

• Lead and participate in co-design workshops with stakeholders across multiple health plans to align on conversational design strategies.

• Develop and maintain comprehensive documentation for conversation design, including user flows, dialogue scripts, and interaction logic.

• Establish and enforce best practices for voice and tone, readability, accessibility (e.g., WCAG compliance), and user-centric terminology mapping.

• Create, update, and manage user journeys and content designs for contact center technologies, ensuring consistency and effectiveness.

• Monitor and troubleshoot IVR and chat interactions, analyzing usage data to identify quality improvements and recommend content enhancements.

• Serve as a key liaison between business groups, operations teams, and contact centers to ensure seamless integration of conversational experiences.

• Perform content audits and reviews, providing qualitative analysis and actionable recommendations for optimization.

• Maintain accurate logs of IVR and chat changes to monitor trends, track potential issues, and support ongoing system maintenance.

• Apply human-centered design (HCD) principles to clarify problems, align stakeholders, and craft user-focused solutions that balance business needs and user experience.

• Develop prototypes and other design deliverables efficiently and consistently to visualize conversational flows and interactions.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and tactical execution, with a strong operational component in monitoring, troubleshooting, and data analysis for continuous improvement of conversational systems.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Writing, Design, Communications, Human-Computer Interaction (HCI), or a related field.

Experience: 1-2+ years of professional experience specifically in writing conversational dialogue for IVR and chat applications.

Required Skills:

• Proven experience designing conversation flows for IVR and chat platforms.

• Demonstrated ability to write for accessibility standards and meet reading-level requirements (e.g., Flesch-Kincaid).

• Strong understanding of human-centered design (HCD) principles and user experience (UX) methodologies.

• Excellent written and verbal communication skills, with a keen eye for detail and clarity.

• Experience collaborating with cross-functional teams, including product managers, designers, and engineers.

• Ability to analyze data and user feedback to inform design decisions and identify areas for improvement.

Preferred Skills:

• Additional experience in broader UX design, content strategy, or voice/UI writing.

• Experience within the healthcare industry, particularly with payer or managed care organizations.

• Familiarity with contact center technologies and operations.

• Experience with prototyping tools for conversational interfaces.

• Knowledge of A/B testing methodologies for conversational content.

📝 Enhancement Note: The experience requirement of 1-2+ years is specific. The "nice to have" section indicates a preference for broader UX and content strategy skills, suggesting that while core conversational design is paramount, a holistic understanding of the UX ecosystem is a plus.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of conversational dialogue written for IVR and/or chat applications.

• Include case studies demonstrating the design of conversation flows, highlighting user journeys and decision trees.

• Present examples of content written with accessibility and readability as primary considerations.

• Demonstrate ability to translate complex business requirements into simple, user-friendly conversational interactions.

Process Documentation:

• Examples of established best practices for voice and tone, or style guide excerpts for conversational interfaces.

• Documentation illustrating the process of conducting content audits or quality reviews for IVR/chat systems.

• Workflow diagrams or process maps showing how conversational designs are developed, implemented, and maintained.

• Case studies detailing the troubleshooting or optimization of existing IVR/chat dialogues based on performance data.

📝 Enhancement Note: A strong portfolio is critical for this role. Candidates should be prepared to demonstrate not just creative writing ability, but also a structured, analytical approach to conversational design that prioritizes user needs and measurable outcomes.

💵 Compensation & Benefits

Salary Range: $30.00 - $40.00 per hour.

Benefits:

• Medical, dental, and vision insurance.

• Critical Illness, Accident, and Hospital coverage.

• 401(k) Retirement Plan with pre-tax and Roth post-tax contribution options.

• Voluntary Life Insurance and Accidental Death & Dismemberment (AD&D) for employee and dependents.

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program (EAP).

• Paid Time Off (PTO), vacation, or sick leave.

Working Hours: Standard business hours (8:00 AM - 5:00 PM), with overtime being rare. The role is structured for approximately 40 hours per week.

📝 Enhancement Note: The hourly rate falls within the mid-level range for specialized UX and conversational design roles, especially for contract positions. The benefits package is comprehensive for a contractor role, indicating a commitment to employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services & Staffing (TEKsystems), Healthcare (Client). The client operates in the payer space, focusing on managed care and whole-person health initiatives.

Company Size: TEKsystems is a large organization (80,000+ employees globally), supporting over 6,000 clients. The client is described as a large, fast-growing healthcare organization.

Founded: TEKsystems is an Allegis Group company. The founding date of the client is not specified, but its focus on managed care and enterprise-level transformation suggests an established presence in the healthcare sector.

Team Structure:

• The role is part of the Digital Experience & Engagement organization, which focuses on designing digital experiences across various channels.

• The immediate team specializes in conversation design for IVR and chatbots, supporting members and providers.

Methodology:

• The team emphasizes human-centered design (HCD) principles and a user-centric approach to problem-solving.

• Processes involve co-design workshops, sprint activities, and facilitated sessions to align stakeholders.

• A data-driven approach is used for analyzing IVR/chat usage and identifying areas for content enhancement.

• Best practices for voice, tone, readability, and accessibility are established and maintained.

Company Website: https://careers.teksystems.com/us/en

📝 Enhancement Note: The dual context of TEKsystems as a staffing partner and the client as a major healthcare player provides a unique work environment. The team's focus on innovation within a regulated industry suggests a dynamic yet structured approach to problem-solving.

📈 Career & Growth Analysis

Operations Career Level: Mid-level specialist role (2-5 years of relevant experience). This role offers the opportunity to deepen expertise in conversational design within a complex, regulated industry.

Reporting Structure: The role reports into the Digital Experience & Engagement organization, likely within a UX or Product Design team. Collaboration is extensive, but direct reporting lines are within this specialized group.

Operations Impact: The Conversational Designer directly impacts member and provider experience by improving the usability and effectiveness of key digital touchpoints (IVR, chat). This role contributes to operational efficiency by reducing call escalations, improving first-contact resolution, and enhancing customer satisfaction, ultimately supporting the client's mission in managed care and healthcare access.

Growth Opportunities:

• Skill Specialization: Deepen expertise in advanced conversational AI design, UX writing for regulated industries, and accessibility compliance.

• Industry Exposure: Gain significant experience within the healthcare payer space, understanding its unique challenges and opportunities.

• Project Variety: Contribute to innovative digital experience initiatives, cloud migration projects, and enterprise-level transformations.

• Potential for Full-Time Conversion: The contract role offers the possibility of converting to a full-time position, opening doors to further career advancement within the client organization.

• Cross-Functional Development: Learn from and collaborate with product teams, cloud services, and enterprise architecture specialists.

📝 Enhancement Note: This role provides a solid platform for growth in a specialized UX niche, particularly within the high-demand healthcare sector. The emphasis on innovation and transformation indicates opportunities to be part of significant projects.

🌐 Work Environment

Office Type: Fully remote, offering flexibility and the ability to work from any location within the United States.

Office Location(s): While the role is based out of Dallas, TX for administrative purposes, it is a 100% remote position.

Workspace Context:

• The primary workspace is the candidate's home office, requiring self-discipline and effective time management.

• Collaboration will occur primarily through digital tools (e.g., video conferencing, Slack, project management software).

• Access to digital tools and platforms necessary for design, collaboration, and communication will be provided or expected.

• The team culture emphasizes creativity, accessibility, collaboration, and diversity, fostering an inclusive virtual environment.

Work Schedule: Standard business hours (8 AM - 5 PM) are expected, with a primary focus on core working hours to facilitate team collaboration and stakeholder engagement. Overtime is infrequent.

📝 Enhancement Note: The fully remote nature of this role makes it accessible to a wider talent pool. Candidates should be comfortable with virtual collaboration and independent work.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter from TEKsystems will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A conversation with the hiring manager to delve deeper into experience, specific skills in conversational design, and understanding of the healthcare context.

• Portfolio Review & Technical Interview: Candidates will be expected to present their portfolio, walking through relevant projects. This may include discussing design decisions, processes, challenges, and outcomes related to IVR/chat dialogue. Expect questions on HCD principles and accessibility.

• Stakeholder/Team Interview: Potential interview with team members or key stakeholders to assess collaboration style and fit within the Digital Experience & Engagement team.

• Final Decision: Offer extended based on overall assessment.

Portfolio Review Tips:

• Curate Relevant Projects: Focus on 2-3 strong examples of IVR or chat dialogue design.

• Highlight Process: Clearly articulate your design process, from understanding requirements to final implementation and iteration.

• Showcase Problem-Solving: Explain the challenges you faced and how your design solutions addressed them.

• Quantify Impact: If possible, include metrics or user feedback that demonstrate the success of your designs.

• Emphasize Accessibility: Dedicate a section or specific examples to how you incorporated accessibility and readability considerations.

• Prepare to Discuss Style Guides: Be ready to talk about your experience creating or adhering to voice and tone guidelines.

Challenge Preparation:

• Be prepared for a potential design exercise or case study, either live during an interview or as a take-home assignment. This could involve designing a short conversational flow for a specific user scenario.

• Practice articulating your thought process clearly and concisely, especially when explaining design rationale.

• Research common challenges in healthcare customer service and how conversational AI can address them.

📝 Enhancement Note: The portfolio is paramount. Candidates should be ready to "show, not just tell" their conversational design capabilities. Demonstrating an understanding of the healthcare industry's unique constraints and user needs will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• Conversational Design Platforms: Experience with tools like Amelia, IBM Watson Assistant, Google Dialogflow, Amazon Lex, or similar platforms for designing and building chatbots and IVR flows.

• Prototyping Tools: Familiarity with tools such as Figma, Sketch, Adobe XD, or specialized conversational prototyping tools (e.g., Voiceflow, Botmock) for visualizing conversation flows.

• Collaboration Platforms: Proficiency in tools like Slack, Microsoft Teams, Zoom for virtual communication and collaboration.

• Project Management Software: Experience with tools like Jira, Asana, Trello for managing design tasks and workflows.

Analytics & Reporting:

• Familiarity with analytics dashboards for tracking IVR/chat performance (e.g., completion rates, deflection rates, user satisfaction scores).

CRM & Automation:

• While not a direct CRM role, understanding how conversational interfaces integrate with CRM systems (e.g., Salesforce, Zendesk) or other customer service platforms is beneficial.

• Awareness of automation principles in customer service workflows.

📝 Enhancement Note: While specific tool requirements aren't listed, a strong understanding of how conversational design tools work, and how they integrate into broader customer experience ecosystems, is essential. Experience with data analysis tools to inform design decisions is also key.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of members and providers through intuitive design.

• Accessibility & Inclusivity: Designing experiences that are usable by everyone, regardless of ability.

• Collaboration: Working effectively with diverse teams and stakeholders to achieve shared goals.

• Creativity & Innovation: Exploring new approaches to conversational design to enhance user engagement and problem-solving.

• Data-Driven Improvement: Using insights from data to continuously refine and optimize conversational experiences.

• Efficiency: Streamlining processes and interactions to deliver effective and timely support.

Collaboration Style:

• Highly collaborative, with significant interaction across different functional teams (UX, Product, Operations, Business).

• Emphasis on open communication, feedback sharing, and joint problem-solving.

• A culture that encourages experimentation and learning from both successes and failures.

📝 Enhancement Note: The team values are aligned with modern UX and HCD principles, with a specific emphasis on accessibility within the context of healthcare. This suggests a team that is both innovative and responsible.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Regulatory Environments: Designing conversational experiences within the highly regulated healthcare industry requires strict adherence to compliance and privacy standards.

• Balancing User Needs with Business Objectives: Crafting dialogues that are both user-friendly and meet business goals (e.g., cost reduction, efficiency).

• Evolving Technology: Keeping pace with rapid advancements in conversational AI and natural language processing.

• Cross-Functional Alignment: Ensuring consistent design vision and implementation across various departments and stakeholders.

Learning & Development Opportunities:

• Specialized Training: Opportunities to deepen knowledge in advanced conversational design techniques, UX writing for healthcare, and accessibility standards.

• Industry Insights: Gaining exposure to cutting-edge digital transformation initiatives within a major healthcare organization.

• Mentorship: Potential for mentorship from experienced UX professionals and leaders within the Digital Experience team.

• Networking: Building professional connections within a large client organization and the TEKsystems network.

📝 Enhancement Note: This role offers a chance to tackle complex challenges in a critical industry, providing significant learning and development potential for a UX professional focused on conversational interfaces.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for designing a conversational flow for a new IVR feature. What are the key stages and considerations?" (Focus on HCD, user research, flow mapping, dialogue writing, testing).

• "How do you ensure your conversational designs are accessible and meet readability requirements? Can you provide an example?" (Highlight specific standards, tools, and your approach).

• "Walk me through a challenging project where you had to balance conflicting stakeholder requirements for a conversational interface. How did you resolve it?" (Demonstrate negotiation, compromise, and user advocacy).

Company & Culture Questions:

• "What interests you about working for a healthcare client, specifically in the payer space?" (Show research into the industry and client's mission).

• "How do you approach collaboration with non-design stakeholders, such as operations or business analysts?" (Emphasize communication, empathy, and translation of technical concepts).

Portfolio Presentation Strategy:

• Storytelling: Frame each project as a narrative: the problem, your approach, the solution, and the results.

• Visuals: Use clear diagrams, flowcharts, and examples of dialogue to illustrate your work.

• Conciseness: Focus on the most impactful aspects of each project, respecting time limits.

• Demonstrate Process: Clearly explain your thought process, rationale, and the tools/methods you used.

• Be Ready for Deep Dives: Prepare to answer detailed questions about specific design choices, challenges, and outcomes.

📝 Enhancement Note: Candidates should prepare to articulate their design process, demonstrate their understanding of accessibility and HCD, and explain how they leverage data. A strong portfolio is essential for showcasing these skills.

📌 Application Steps

To apply for this operations position:

• Submit your application through the TEKsystems careers portal.

• Portfolio Customization: Tailor your resume and cover letter to highlight your experience in conversational dialogue writing, IVR/chat design, and accessibility. Prepare your portfolio, ensuring it prominently features relevant UX conversational design projects with clear explanations of your process and impact.

• Resume Optimization: Ensure your resume clearly lists your years of experience with conversational design, specific tools used, and any healthcare industry exposure. Use keywords from the job description like "conversational dialogue," "IVR," "chat," "accessibility," and "human-centered design."

• Interview Preparation: Practice articulating your design process, problem-solving skills, and experience with relevant tools. Be ready to discuss your portfolio in detail and answer scenario-based questions related to conversational design challenges. Research TEKsystems and the healthcare industry.

• Company Research: Understand TEKsystems' role as a technology staffing partner and the client's position within the healthcare payer landscape. Familiarize yourself with concepts like managed care, whole-person health, and digital transformation in healthcare.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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