Voice User Interface (VUI) Designer Job at Delta Dental Ins. in Rancho Cordova

Voice User Interface (VUI) Designer

We’re looking for a Voice User Interface (VUI) Designer who shapes how people interact with our company through voice and chat. You'll design intuitive, human‑friendly IVR and conversational AI experiences that help members and dental providers get what they need quickly and confidently.

Responsibilities

• Design conversational experiences.
• Design IVR and NLU‑driven experiences that serve distinct user groups – from members navigating insurance questions to providers managing complex patient or claims data.
• Craft natural, context‑aware dialogues that feel human while maintaining accuracy and compliance.
• Define error handling, confirmation, and escalation patterns that keep callers in control and reduce friction.
• Extend design principles to chat‑based interactions, ensuring consistency across voice and text channels.
• Translate design into systems by creating and maintaining detailed conversation design documentation, including call flows, intents, prompts, and logic paths.
• Partner with developers and engineers to integrate designs into Microsoft Dynamics 365.
• Ensure experiences align with accessibility, regulatory, and privacy requirements.
• Develop and test voice prototypes using tools like Voiceflow, Botmock, or similar platforms.
• Conduct listening sessions and usability testing to evaluate comprehension, tone, and success rates.
• Partner with analytics and product teams to review call and chat metrics (containment, first‑call resolution, drop‑off, satisfaction) to identify improvement opportunities.
• Work closely with business stakeholders, product managers, engineers, and analytics teams to refine models and flows.
• Advocate for user‑centered voice design principles within the product organization.
• Contribute to building design standards and best practices for voice and conversational experiences company‑wide.

Qualifications

• 5‑7 years of experience designing IVR, VUI (preferably Nuance UI format), or conversational interfaces (voice and/or chat).
• Strong understanding of DTMF and NLU/NLP‑based systems and Neural TTS capabilities.
• Familiarity with IVR platforms such as Nuance and Microsoft D365.
• Experience documenting and testing conversational flows with product and engineering partners.
• Familiarity with telecom infrastructure, CTI, call routing, and backend system integrations.
• Excellent communication and writing skills – able to craft prompts that are concise, empathetic, and on‑brand.
• Curiosity, empathy, and a systems‑thinking mindset – design for humans and the operational ecosystem that supports them.
• Mastery of VUI design; ability to work with cross‑functional partners to deliver solutions and expected outcomes that meet user needs.
• Strong presentation skills to communicate problem, solution, expected outcome, and impact via well‑organized storytelling.
• Leadership in fostering strong relationships with cross‑functional teams.
• Deep familiarity with the product domain and active participation in stakeholder meetings.
• Creates a culture of sharing and collaboration through design reviews, raising quality standards in an inclusive environment.
• Develops and maintains detailed design documentation, including specifications, redlines, and style guides.
• Leads end‑to‑end collaborative design sessions targeted at senior audiences.
• Curiosity toward problem solving and application of innovative design methods.
• Proactive, self‑motivated, and a collaborative team player.
• Welcomes feedback and openly shares design work.
• Advocates for accessibility guidelines and support for underrepresented users.

Base Pay Information

The national base pay range at the end is a good‑faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.

Pay Grade 22. $92,500 - $200,400

Additional Information

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. Our life‑changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non‑matching contributions
• Rich medical & pharmacy benefits
• 100% employer‑paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations

This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23‑A.

Important Work Authorization Information

Please note, Delta Dental will not sponsor applicants for work visas for this position.

About The Team

At Delta Dental, we’re behind millions of smiles and counting. For over 68 years, we’ve served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve to the dedicated employees who make those smiles genuine. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.

Equal Employment Opportunity Statement

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. We have adopted and maintain an Equal Employment Opportunity Policy, Harassment‑Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.

Proof of eligibility to work in the United States must be provided if selected for hire.

Location and Salary

Rocklin, CA $138,000.00‑$142,000.00