Designer/Researcher, Senior - Interactive Voice Response (IVR)

Location: Fully remote, but candidates must reside in one of the listed U.S. states and work from the contiguous United States: Alabama, Arizona, California, Colorado, Connecticut, DC, Delaware, Florida, Georgia, Illinois, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, North Carolina, New Jersey, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Tennessee, Utah, Virginia, Washington, or Wisconsin.

Salary: $126,000–$143,100 USD annually

Company

hirify.global is a public benefit corporation and consultancy helping government agencies modernize services through human-centered design and secure, reliable technology.

What you will do

• Lead discovery and redesign of individual-income-tax IVR journeys, starting with refund-status and other high-volume intents.
• Plan and deliver roadmap-level design and research initiatives.
• Conduct quantitative and qualitative user research and share findings with internal and external collaborators.
• Create discovery artifacts, diagrams, call flows, user flows, high-fidelity prototypes, and design systems.
• Collaborate with multidisciplinary product teams, government staff, contractors, and civil servants to simplify complex requirements.
• Translate user needs and research into accessible, implementable digital service improvements.

Requirements

• At least five years of professional design experience in product teams.
• Experience with complex call-flow and operational journey mapping, facilitation with program and call-center staff, and translating research into IVR requirements and measurable outcomes.
• Experience mapping systemic improvements in complex service environments and designing, testing, and implementing digital services.
• Experience with web and responsive user interface design best practices.
• Strong systems thinking, user advocacy, strategic trade-off analysis, organization, reliability, and communication skills.
• Legal authorization to work in the United States is required; work authorization must not require visa sponsorship now or in the future. Government background checks or security clearance may apply.

Culture & Benefits

• Remote-first environment with flexible scheduling and a collaborative, supportive culture.
• Medical, dental, vision, disability, life, and accidental death insurance coverage.
• Paid vacation, federal and floating holidays, parental leave, and potential sabbatical leave.
• 401(k) matching of 4% of salary, performance-based annual bonus, and commuter benefits when applicable.
• Company laptop, home office setup assistance, and eligible utility expense support.
• Learning and development resources, including LinkedIn Learning and an annual allowance for courses, tuition, and certifications.