Overview
Voice UX/UI Designer role at Bixal, part of an interdisciplinary product team focused on human-centered design (HCD), Agile delivery, and conversational user experiences. You’ll collaborate with service designers, CX analysts, call center agents, and developers to design, prototype, and test voice-based self-service solutions that reflect complex, cross-system journeys across web, mobile, and call center channels. You’ll play a key role in developing intuitive, NLU-driven voice interactions for the VA VoiceBot, ensuring seamless integration with call center systems and improving the Veteran experience.
This is a full-time position contingent on contract award with a defined performance period of one year, with two one-year option periods. Bixal emphasizes transparency and collaboration and supports your professional journey in an inclusive, purpose-driven culture.
Compensation
The salary range for this role is $92,000 – $95,000. In the spirit of transparency, offers tend to land near the midpoint of the range. Compensation decisions consider your experience, skills, and internal equity.
Responsibilities
- Collaborate closely with cross-functional team members and stakeholders to create and iterate on designs that meet user needs and business goals.
- Translate user research insights into wireframes, mockups, and high-fidelity prototypes using tools like Figma, Sketch, or Adobe XD.
- Conduct iterative usability testing and integrate findings into design updates.
- Create visual design assets and user interface components aligned with USWDS standards.
- Ensure all designs meet or exceed accessibility requirements including Section 508 and WCAG 2.2 compliance.
- Participate in Agile ceremonies such as sprint planning, standups, reviews, and retrospectives.
- Collaborate with front-end developers to implement and refine design solutions.
- Document design decisions and maintain consistency across digital products.
- Design and iterate intuitive voice interaction flows for NLU-driven VoiceBot experiences.
- Continuously improve the user experience by reducing the need for user disambiguation and enhancing response retrieval.
- Conduct discovery research and develop NLU experiences tailored to call center use cases.
- Collaborate with call center agents and CRM teams (Salesforce, Dynamics) to optimize agent handoffs and escalation flows.
- Conduct user research and usability testing to refine the NLU and VoiceBot interfaces.
- Support the creation of effective escalation protocols that securely pass context and authentication details to call center agents.
- Other relevant duties as trained and qualified to perform.
Qualifications
- Bachelor’s degree in a related field and at least four (4) years of relevant experience.
- Proven successful experience in user-centered design and UI design for web, mobile, or conversational applications.
- Demonstrated understanding of accessibility best practices and standards (Section 508, WCAG 2.2).
- Experience creating wireframes, mockups, and high-fidelity prototypes.
- Proven strong collaboration and communication skills.
- Demonstrated experience working in Agile environments.
- Experience using advanced Natural Language Understanding (NLU) and Natural Language Processing (NLP).
- Experience designing and testing voice interactions and conversational UX (e.g., Google Dialogflow CX, Genesys, Amazon Lex, or similar platforms).
- Experience with call center processes and working with call center agents using CRMs (e.g., Salesforce, Dynamics).
- Ability to obtain and maintain a Public Trust clearance.
Nice to Have Skills and Experience
- Experience working with federal clients or within regulated environments is a plus.
- Familiarity with USWDS and federal digital service standards preferred.
How We Support Our Team
- Flex hours
- 401K with matching incentive
- Parental Leave
- Medical/dental/vision benefits
- Flex Spending Account
- Company provided short-term disability and life insurance
- Commuter benefits
- Paid Time Off (PTO)
- 11 Paid holidays
Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.
We leverage technology, communications, data, and human-centered design to help governments and leading organizations be more efficient, effective, and impactful.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Business Consulting and Services