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TEKsystems · 4 days ago

UX Conversation Designer - 100% REMOTE CST / EST Only

United States

Contract

Remote

Senior Level

$55/hr - $65/hr

TEKsystems is a leading provider of business and technology services, and they are seeking a Conversational Designer to improve their interactive voice response (IVR) and chat dialog. The role involves designing user-friendly conversation flows, collaborating with stakeholders, and ensuring compliance with accessibility standards.

Information Technology

Responsibilities

Support UX/HCD activities, including consultations, design sprints, and facilitating workshop sessions

Apply human-centric design principles and tools to clarify problems, create shared alignment, and craft appropriate solutions that keep the focus on the end-user while balancing business requirements

Consistently build prototypes, conversation flows, and other deliverables in an efficient manner. Liaise to apply intelligent and consistent UX processes with all stakeholders

Responsible for creating, updating, and maintaining user journeys and content designs for our contact center technologies as well as monitoring and troubleshooting problems

Serve as a liaison between all business groups, operations, and our contact centers

Monitor and analyze IVR & chat usage to determine health plan needs and recommend content updates and features

Participate in content reviews and audits, including providing qualitative analysis of IVR & chat content and making recommendations to align with business goals

Produce and maintain accurate logs of IVR & chat changes to monitor data and track potential errors

Performs other duties as assigned

Complies with all policies and standards