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.

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 (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
• 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 just one component of our comprehensive Total Rewards package. We offer a host of additional benefits, which can include

• Flexible Time-Off
• Competitive Salaries with Annual Bonus Eligibility or Uncapped Commission Plans
• Comprehensive Health, Dental, Vision and supplemental accident, hospital and critical illness benefits
• Health Savings Account with annual employer seed and matching contributions
• Company paid basic Life Insurance, AD&D, and Short-and-Long-Term Disability Insurance
• 401(k) with employer sponsored match
• 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!