Senior Chat Conversational Designer

Senior Chat Conversational Designer

Location: Remote

Role Overview

The Senior Chat Conversational Designer will direct the end-to-end customer experience across conversational interfaces. This role requires an individual who can discover and define opportunities while designing solutions that leverage customer insight. The designer will partner to establish the strategy, design systems, and lead the migration and innovation of experiences in Google Cloud, collaborating closely with product, engineering, data, and operations teams.

Key Responsibilities

• Assist with the migration of conversational systems from legacy platforms to Google Dialogflow CX and CX Agents.

• Design conversation flows for NLU-driven interactions and implement complex Dialogflow CX agents.

• Define reusable components and libraries for consistent use across customer-facing experiences.

• Identify opportunities for innovative conversational applications that help users interact with health plans.

• Collaborate with leadership to explore advanced capabilities in conversational AI.

• Support linguistic analysis of user interactions across all conversational interfaces, IVR, and chatbots.

• Review current conversational systems to identify gaps, pain points, and potential areas for user experience improvement.

• Work closely with design operations and experience design leadership to maintain effective tools for designing, testing, and monitoring interactions.

• Help define objectives, key results, and key performance indicators for the conversational track.

• Required Qualifications

• Education: Bachelor's degree or higher in a relevant field of study.

• Experience: Five or more years of work experience in design strategy and product design.

• Technical

Skills

• Proven track record of creating accessible and scalable digital user experiences for chatbots. Demonstrated experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, Genesys Cloud, and Python. Experience developing design systems from the ground up in partnership with development teams.

• Preferred Qualifications

• Experience designing conversational interfaces for Medicare-aged customers or healthcare services.

• Familiarity with Large Language Models, Gemini, and Vertex AI.

Benefits

• Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

• Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

• UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.