IMPORTANT NOTICE FOR APPLICANTS:

At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from talent@bixal.com. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included.
Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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.

ABOUT THE ROLE:

As a Voice UX/UI Designer on this project, you’ll be 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 by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

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 U.S. Web Design System (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.