Principal Conversational AI & UX Designer

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You?ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You?ll add to your technical credentials and... certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary:

We are seeking a highly skilled Principal User Experience (UX) Specialist & Conversational Designer to join the team developing and designing innovative conversational AI experiences for our enterprise users and clients. The ideal candidate will have a deep understanding of natural language processing and user experience design, with a strong ability to craft engaging, channel-agnostic conversational interfaces. This role will focus on understanding how people interact with technology and designing interfaces that enhance usability, accessibility, and overall user satisfaction. Presentations to internal teams and senior management will be required from time to time to showcase projects as they progress.

This role requires a creative and strategic thinker capable of working across multiple projects and collaborating with cross-functional teams. Candidates should have strong software development experience, UX design skills, and a knowledge of linguistics as it applies to conversational AI.

Your role in our mission:

? Design Leadership: Define, shape, and deliver conversational AI experiences that are creative, engaging, and consistent across all channels. Lead the iterative ideation and design process, ensuring the experience evolves over time.

? Script and Flow Creation: Develop high-level and detailed conversational scripts, task flows, and mockups to effectively communicate chat and voice interaction and design ideas.

? Copywriting and Content Management: Spearheaded the writing and editing of new language, as well as the adaptation of existing content from FAQs and historical data. Manage the intent library and oversee the creative conception of conversational content.

? Collaboration: Work closely with development teams, testing teams, conversation analysts, and vendor partners to implement conversational intents, training phrases, entities, contexts, and business rules.

? User Testing and Evaluation: Develop user testing scenarios for proposed and existing conversational interactions. Support the deployment of new products or enhancements and evaluate the usability and consistency of dialogue flows.

? Guideline Development: Assist in creating guidelines, best practices, and resources for conversational UI design, ensuring high-quality and user-centric experiences.

? Cross-functional collaboration: Collaborate with product managers, content owners, designers, researchers, and engineers to assess new use cases and prioritize design opportunities.

? Analysis and Improvement: Perform detailed analysis of conversation paths and flows to identify opportunities for improvement and refine the personality and voice of virtual agents.

? Technical Integration: Apply concepts related to Natural Language Processing (NLP), sentiment analysis, intent classification, dialogue flows, text-to-speech, and speech-to-text in the conversational design process. Integrate with APIs developed by software engineers.

What we're looking for:

? 10+ years of experience in UX design, with a focus on conversational AI, chatbot development, or related fields.

? Experience with conversational UX design tools (e.g., BotSociety, MS Visio, BotMock, UxPin, X-Mind, MockFlow, etc.).

? Familiarity with chatbot analytics tools (e.g., Dashbot, Chatbase, botanalytics, Recast.Ai).

? Experience with KoreAI is a plus but not mandatory but at least hands-on experience with a similar Conversational AI orchestration platform is a significant plus.

? Strong proficiency in HTML, CSS, JavaScript, JSON, XML, and Python.

? Knowledge of content strategy and writing for conversational AI interfaces, with the ability to justify design decisions using business cases, success metrics, design thinking, customer feedback, and competitive analysis

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