Sr. Chat Conversational Designer (contract)

This job posting is for a temporary contractor role as an employee of Atrium assigned to work at Humana.
The Sr. Conversational Designer will be responsible for the end-to-end customer experience across Humana’s voice conversational interfaces. We’re looking for someone who can discover and define opportunities but also design solutions that leverage customer insight and advocate for our customers. This person will partner to set the strategy, design systems, and hands‑on lead the migration and innovation of our experiences in Google Cloud (Dialogflow CX, CX Agents)—in partnership with product, engineering, data, and operations. If you are passionate about healthcare, design, and making an impact, we welcome you to apply!
Responsibilities
Assist with the migration from Nuance to Google Dialogflow CX, CX Agents
Design flows for NLU‑driven interactions. Architect and implement complex Dialogflow CX agents, CX Agents
Define reusable components and libraries for use across our experiences.
Identify opportunities for innovative conversational applications that can help users interact with their healthcare plans across plan servicing, care support, and new ventures.
Collaborate with leaders across Humana to explore art-of-the-possible areas of opportunity that will help us become a leader in conversational AI.
Support linguistic analysis of user interactions with all conversational interfaces, IVR, chatbots etc.
Familiarity with language analysis tools using Python
Dashboarding
Improvement to current systems
User research
Review current conversational systems to identify gaps, pain points and potential for improvement to the overall user experience.
Work closely with design ops and XD leadership to define and maintain the right toolset to effectively design, test, iterate on, and monitor interactions and dialogue.
Help define objectives and key results (OKRs), and key performance indicators (KPIs) for the conversational track and individual initiatives.
Qualifications
Bachelor's degree or higher with 5+ years of relevant work experience in design strategy and product design
Proven track record of creating accessible, scalable, and engaging digital user experiences specifically for IVR and voice
Proven experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, and Genesys Cloud. Experience preferred with LLMs, Gemini, and Vertex AI.
Experience developing a design system from the ground up in partnership with development teams, leveraging best practices for digital interface design and documentation
High self-motivation, excellent communication skills, and the ability to thrive in multi-disciplinary teams that will rely on you as the experience design subject matter expert
Experience with designing for Medicare aged customers and/or healthcare services a plus.
Pay Rate Range
1 - 1 USD hourly
Additional Notes
The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements.
Humana Inc. and its subsidiaries comply with applicable Federal civil rights laws and
do not discriminate on the basis of race, color, national origin, ancestry, age, disability, sex,
marital status, gender, sexual orientation, gender identity, or religion. Humana Inc. and its subsidiaries do not
exclude people or treat them differently because of race, color, national origin, ancestry, age,
disability, sex, marital status, gender, sexual orientation, gender identity, or religion.
Benefits Information
Comprehensive Benefits Package available based on eligibility
Medical, Dental, Vision
Short-Term Disability (STD)
Long-Term Disability (LTD)
Supplemental and Voluntary Life Insurance
401(K)
Commuter Benefit Program

Work arrangement
Yes