Voice User Interface (VUI) Designer

JOB DESCRIPTION

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

This role blends creativity and technical precision - you'll map out natural dialogue flows, optimize tone and clarity, and collaborate closely with product and engineering teams to bring seamless, voice-driven journeys to life.

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
• Create and maintain 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.
• Voice and AI Optimization
• 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.
• Collaborate Across Disciplines
• 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

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. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes :

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.

#LI-Hybrid

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've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.

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.

Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram , #LifeatDDins on Facebook and Instagram , Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn . If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us!

Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.

The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.

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. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, 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.

If You Are A Current Employee Click Here To Apply