Principal UX Conversation Designer

About The Company

Salesforce is the world's leading AI-powered Customer Relationship Management (CRM) platform, dedicated to transforming how businesses engage with their customers through innovative technology solutions. Renowned for its commitment to trust, innovation, and customer success, Salesforce continuously pushes the boundaries of enterprise software to empower organizations of all sizes. The company fosters a dynamic environment where ambition meets action, and technological advancements are harnessed to create meaningful business impact. Salesforce's core values emphasize integrity, equality, and sustainability, making it a forward-thinking organization committed to making a positive difference in the world.

About The Role

The Principal UX Conversation Designer role is a strategic, high-impact position responsible for shaping the standards, systems, and strategic direction of conversational AI experiences across Salesforce's cloud ecosystem. This remote, home-based position in Texas offers an opportunity to lead the design and governance of enterprise-scale agent interactions, ensuring consistency, safety, and high-quality user experiences across complex, distributed teams. As a key member of the AI and user experience teams, you will influence cross-cloud strategies, establish scalable patterns, and collaborate with senior leadership to drive innovation in conversational systems. Your expertise will help define how AI agents communicate, recover from errors, and uphold safety standards, ultimately shaping the future of AI-driven customer interactions at Salesforce.

Qualifications

• Deep experience designing conversational systems, generative interactions, or multi-turn AI agents in complex environments
• Exceptional writing and linguistic skills, with the ability to scale tone, safety, and clarity across multiple products
• Strong understanding of intent recognition, context management, orchestration, and Retrieval-Augmented Generation (RAG) interactions
• Proven ability to influence cross-cloud leaders and drive organizational alignment on AI and conversational standards
• Experience in systems thinking, governance design, and developing scalable patterns for enterprise applications
• Background working within regulated, safety-critical, or multi-agent ecosystems is preferred
• Excellent collaboration, communication, and leadership skills to lead cross-functional teams
• Bachelor’s or advanced degree in Human-Computer Interaction, AI, Linguistics, Computer Science, or related fields

Responsibilities

• Guide cross-cloud teams in defining agent behaviors, communication protocols, and recovery mechanisms across various surfaces and long workflows
• Establish and maintain conversational flow standards, intent systems, escalation paths, and fallback models to ensure consistency and safety
• Develop prompt frameworks, instruction patterns, and decision logic to optimize agent interactions across multiple platforms
• Partner with engineering and product management to create a compiler-like foundation for agent behavior, translating high-risk scenarios into enforceable logic
• Create tone, persona, and behavior guidelines adopted by diverse teams to ensure consistent agent behavior and brand alignment
• Build and maintain enterprise libraries of prompts, behaviors, and templates to support scalable deployment across verticals and roles
• Collaborate with data science, observability, and engineering teams to implement measurement, drift detection, and quality improvement processes
• Work with senior leadership to shape cross-cloud strategies, influence investment, and guide organizational priorities for agent quality and governance
• Lead cross-functional collaboration across engineering, product management, trust, AI research, and design teams to ensure alignment and clarity on implementation approaches

Benefits

• Comprehensive health insurance including medical, dental, and vision coverage
• Paid time off and holidays to promote work-life balance
• Paid parental leave and family support programs
• Life and disability insurance options
• Retirement plans including 401(k) with company matching
• Employee stock purchase program
• Mental health support and wellness resources
• Professional development opportunities and continuous learning initiatives
• Flexible remote work environment with support for home office setup

Equal Opportunity

Salesforce is an equal opportunity employer committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or any other protected characteristic.