Senior Conversation Designer, Chat & Voice AI

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

This role shapes how users interact with AI across chat and voice, defining conversation patterns for LLM‑powered experiences, building reusable design systems, and raising the standard for conversational UX across the organization.

The position requires equal depth in both modalities. Chat and voice demand fundamentally different design decisions around timing, confirmation, error recovery, and user cognition. This role makes those tradeoffs deliberately, not as an afterthought when adapting from one channel to the other.

You will partner with Product, Engineering, and Research to design interaction patterns for generative and agentic AI, build scalable frameworks that other teams adopt, and advocate for users navigating complex, AI‑driven workflows.

• Own end‑to‑end conversation design across chat and voice, including intent modeling, dialogue flows, memory and state design, error handling, latency states, and multimodal transitions.
• Craft prompts and agentic interaction patterns that shape model reasoning, clarification, recovery, escalation, and handoffs. Define orchestration logic, routing rules, and agent boundaries in partnership with engineering.
• Design scalable pattern libraries with clear behavioral definitions, decision logic, guardrails, and failure mode handling to ensure consistent implementation.
• Define and measure interaction quality through success metrics, regression testing, A/B experimentation, and prompt iteration. Partner with engineering to continuously improve performance and reliability.
• Embed responsible AI principles, including safety patterns, hallucination mitigation, trust calibration, and human in the loop considerations.
• Translate research and conversation data into measurable improvements in task success, efficiency, and user confidence.

• 6+ years of experience in conversation design, voice UX, or a closely related discipline, with a portfolio demonstrating depth in both chat and voice.
• Hands‑on experience designing for generative or agentic AI. Strong understanding of how LLM‑driven systems differ from rule‑based systems, including capabilities, limitations, ambiguity, and failure modes.
• Experience shipping voice‑first or multimodal products. Strong command of audio‑first design principles such as latency handling, confirmations, error recovery, and screenless interaction.
• Designed conversational systems at meaningful scale. Comfortable balancing guided and open‑ended interactions, handling unexpected input, and defining escalation or routing logic.
• Track record of creating reusable design assets such as pattern libraries, behavioral guidelines, or interaction frameworks adopted by cross‑functional teams.
• Experience partnering closely with engineering and product, translating design intent into clear specifications, and iterating through testing, A/B experimentation, and prompt refinement.
• Proficiency with conversation design and prototyping tools (e.g., Voiceflow).
• Comfortable working directly with conversation data, logs, and prompt iteration workflows.
• Background in linguistics, HCI, cognitive science, or a related field is a plus.
• Experience presenting to executive audiences is a plus.
• Experience using Figma to design and prototype conversational or multimodal interactions is a plus.

The AI Experiences team at Business AI designs the conversational UX for Joule, SAP’s AI assistant, and sets design standards for AI experiences across SAP from embedded to agentic. The team shapes how AI communicates, guides, and collaborates with users by designing experiences directly and by building the tools and guidance that product teams…