Senior Conversation Designer

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

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 The Loops, 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.

More specifically, you will:

* 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 (The Loops, 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 (The Loops, 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 (The Loops, 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

* Systems thinker who can manage a 100-product catalog, multiple languages, and several agents simultaneously

* Fluent English communicator, able to operate across US, LATAM, and EMEA time zones

* Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

What Does Sovos Offer You?

At Sovos, we are committed to offering competitive pay and benefits that reflect both industry and market standards.

We expect that this role will pay a base salary that 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…