Conversation Designer - Voice & IVR

Aquent is partnering with a prominent leader in the healthcare industry, an organization dedicated to improving the health and well-being of the communities they serve. This client is committed to innovation and user-centric design, constantly enhancing their digital platforms to provide seamless and intuitive experiences. Joining their team means contributing to a mission-driven environment where your work directly influences the accessibility and clarity of vital health information and services for millions of users.

This is an unparalleled opportunity to shape the future of conversational AI in healthcare. You will make a tangible impact by crafting the very voice and intelligence behind chat experiences, voice interactions, and IVR systems. In this pivotal role, you will design transformative user experiences, ensuring every touchpoint is intuitive, helpful, and perfectly aligned with user needs and critical business objectives. Your expertise will directly enhance how users navigate complex information, resolve inquiries, and engage with essential services, driving satisfaction and operational efficiency. You will lead content strategy, collaborate across diverse teams, and continuously refine user journeys based on real-world feedback and data, making a profound difference in how people access vital health services.

Key Responsibilities

• Create and manage compelling content for conversational experiences, including dialogue flows, user prompts, effective error messaging, and intuitive navigation, always prioritizing clarity, accessibility, and alignment with user needs and strategic business goals.
• Collaborate cross-functionally on robust content strategies and information architecture, defining systems of words, content types, and consistent voice and tone to ensure alignment with audience objectives, research insights, brand standards, legal and compliance mandates, accessibility best practices, and digital guidelines.
• Work closely with conversation/product designers, product managers, development teams, and legal experts to deliver cohesive and compliant conversational solutions.
• Champion simplicity by distilling complex concepts into content and taxonomies that are clear, concise, and contextually appropriate.
• Conduct thorough audits and inventories of existing content to identify gaps in quality, compliance, adherence to standards, and brand consistency.
• Continuously refine and optimize conversational content based on user feedback, analytics, and rigorous testing, ensuring ongoing adherence to accessibility, compliance, and established brand standards.
• Contribute to the maintenance and evolution of digital content guidelines, standards, tools, and processes within the organization.

Must-Have Qualifications

• Authorized to work in the United States and does not require sponsorship of any kind for the duration of the assignment. This position requires working on a W-2 basis.
• Ability to provide a portfolio and/or case studies which highlight your IVR experience.
• At least 5 years of dedicated experience in content design, content strategy, and UX writing, with a strong focus on digital products.
• A proven track record of successfully designing accessible, scalable, and user-centered conversational experiences that deliver clarity, engagement, and seamless user interactions.
• Advanced organizational skills coupled with exceptional attention to detail, demonstrating the ability to adeptly manage multiple projects simultaneously and fluidly transition between strategic planning and tactical execution.
• Outstanding verbal communication, written communication, and presentation skills, capable of conveying complex ideas clearly and persuasively.
• Extensive experience collaborating effectively with a diverse range of stakeholder teams, including subject matter experts, content reviewers, editors, and legal and compliance professionals.
• A compelling portfolio showcasing your content design expertise and impact is required with your application and resume.

Nice-to-Have Qualifications

• Experience working within a highly regulated environment that necessitates stringent legal and compliance oversight.
• Familiarity and experience with collaboration and agile technology platforms, such as Jira.
• Prior experience with Google conversational platforms.