Senior Conversation Designer

The Work You'll Do

At Sovos, we're transforming how companies around the world manage tax compliance---helping half of the Fortune 500 and thousands more stay ahead in a complex, ever-changing global landscape. As a Senior Conversation Designer, you will own the design, content, and conversational UX of Sovos' customer-support AI agents, ensuring every customer interaction with our bots is accurate, on-brand, and resolution-oriented. You'll be responsible for designing, building, and continuously improving the AI agents that serve Sovos customers across chat, portal, and self-service channels.

Working inside low/no-code AI platforms such as TheLoops, Salesforce Einstein Bots, and Ask Sovi, you'll translate support use cases into dialog flows, prompts, and agent frameworks that deflect contacts and delight customers---partnering closely with Knowledge Management, CX Product, and AI engineering to keep content, intents, and models fresh.

• Design dialog flows, intents, entity models, and prompt templates for Sovos' bot portfolio across customer-facing chat and deflection channels
• Build and maintain AI agents in low/no-code platforms (TheLoops, Einstein Bots, Ask Sovi), including tool/function definitions, grounding, and guardrails
• Own conversational UX standards---tone, escalation, disambiguation, and fallback handling---across a ~100-product catalog
• Partner with Knowledge Management to identify, curate, and shape the content sources bots rely on, ensuring articles are bot-ready
• Write, edit, and localize bot-facing copy in Sovos' voice, coordinating with regional teams on Portuguese, Spanish, and Turkish variants
• Define and track containment, deflection, escalation, and CSAT metrics per flow
• Run A/B tests and structured tuning cycles; report results and learnings to support leadership
• Triage bot failures, misroutes, and negative feedback; drive fixes through the product and content roadmap
• Act as the conversational design authority for GSS; review and approve bot changes from vendors and internal teams
• Represent support's voice in roadmap discussions with AI vendors (TheLoops, Salesforce) and internal product teams (Ask Sovi)

What We Need From You

• 5+ years in conversation design, AI UX, or content design, including at least 2 years building production customer-support bots
• Hands-on experience with at least one enterprise conversational AI or AI-agent platform (TheLoops, Intercom Fin, Ada, Kore.ai, Salesforce Einstein Bots, Dialogflow, or similar)
• Demonstrated experience with prompt engineering, RAG, and grounding AI agents in enterprise knowledge bases
• Experience designing for multilingual audiences (English required; Spanish or Portuguese a plus)
• Bachelor's degree in UX, Linguistics, Communications, HCI, or related field; equivalent experience accepted
• A strong portfolio of shipped support or self-service bots, with the ability to move fluidly between flow diagrams, prompt files, and analytics dashboards
• A writer-first mindset---you know that tone, clarity, and brevity are what make a bot feel good
• A systems thinker who can manage a 100-product catalog, multiple languages, and several agents simultaneously
• A fluent English communicator, able to operate across US, LATAM, and EMEA time zones

Sovos Offers You

• Competitive pay and benefits that reflect both industry and market standards
• Comprehensive health, dental, vision, and supplemental accident, hospital, and critical illness benefits
• A Health Savings Account with annual employer seed and matching contributions
• Company-paid basic Life Insurance, AD&D, and Short-and-Long-Term Disability Insurance
• A 401(k) with employer-sponsored match
• Flexible Time-Off
• Bi-Weekly Meeting Flex and Focus Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, and more!

About the Role

Join a company that is not just a leader in its industry, but also a beacon of positivity and innovation. At Sovos, we believe in making a difference, not just in the lives of our customers, but in the communities we serve. Our mission is to help businesses navigate the complex regulatory landscape with ease, and we're looking for talented individuals like you to join our team.

Requirements

We're looking for someone who is passionate about creating intuitive and effective AI-powered solutions. If you have a proven track record in conversation design, AI UX, or content design, and you're excited about the prospect of shaping the future of customer support, then this role might be perfect for you.

Qualifications

To succeed in this role, you should have:

• 5+ years of experience in conversation design, AI UX, or content design, including at least 2 years building production customer-support bots
• Hands-on experience with at least one enterprise conversational AI or AI-agent platform (TheLoops, Intercom Fin, Ada, Kore.ai, Salesforce Einstein Bots, Dialogflow, or similar)
• Demonstrated experience with prompt engineering, RAG, and grounding AI agents in enterprise knowledge bases
• Experience designing for multilingual audiences (English required; Spanish or Portuguese a plus)
• A Bachelor's degree in UX, Linguistics, Communications, HCI, or related field; equivalent experience accepted
• A strong portfolio of shipped support or self-service bots, with the ability to move fluidly between flow diagrams, prompt files, and analytics dashboards
• A writer-first mindset---you know that tone, clarity, and brevity are what make a bot feel good
• A systems thinker who can manage a 100-product catalog, multiple languages, and several agents simultaneously
• A fluent English communicator, able to operate across US, LATAM, and EMEA time zones

Skills

Here are some of the skills we're looking for:

• Conversation design
• AI UX
• Content design
• Enterprise conversational AI or AI-agent platform experience
• Prompt engineering
• RAG
• Grounding AI agents in enterprise knowledge bases
• Designing for multilingual audiences
• Writing and editing for bots
• Managing a large product catalog
• Communicating effectively across different regions

Benefits

At Sovos, we believe that our employees are our greatest asset. That's why we offer a comprehensive benefits package that includes:

• Competitive pay and benefits that reflect both industry and market standards
• Comprehensive health, dental, vision, and supplemental accident, hospital, and critical illness benefits
• A Health Savings Account with annual employer seed and matching contributions
• Company-paid basic Life Insurance, AD&D, and Short-and-Long-Term Disability Insurance
• A 401(k) with employer-sponsored match
• Flexible Time-Off
• Bi-Weekly Meeting Flex and Focus Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, and more!

Pay

The base salary for this role ranges between $90,000 and $120,000 annually. Compensation may vary outside of this range depending on several factors including a candidate’s qualifications, skills, competencies, experience and location. While we are committed to giving an overview of compensation, salary is just one component of our comprehensive Total Rewards package.

Schedule

As a Senior Conversation Designer at Sovos, you will have the flexibility to work in a schedule that best suits your needs. We understand that everyone's work-life balance is unique, and we want to ensure that you have the freedom to find the right fit for you.