UX Conversation Designer

📍 Job Overview

Job Title: UX Conversation Designer Company: Salesforce Location: San Francisco, California, United States Job Type: FULL_TIME Category: User Experience / AI & Conversational Design Date Posted: 2025-07-24 Experience Level: Mid-Level (2-5 years) Remote Status: Remote OK (with primary location in San Francisco, CA)

🚀 Role Summary

• Design and optimize conversational flows, intents, and prompts for AI agents within the Salesforce ecosystem, ensuring clarity, consistency, and adherence to brand voice.
• Translate complex business requirements and compliance needs into structured prompts and deterministic logic for AI agent behavior.
• Collaborate closely with engineering, product management, and trust teams to shape the architecture and governance of AI-driven user experiences.
• Develop and maintain reusable design patterns, libraries, and documentation to enable scalable deployment of conversational AI across Salesforce products.
• Analyze agent performance data and user feedback to drive continuous improvement in conversational accuracy and user satisfaction.

📝 Enhancement Note: This role is positioned at the intersection of User Experience (UX) and Artificial Intelligence (AI), specifically focusing on the conversational interface of AI agents. The emphasis on "AI+ Data +CRM" and "AI-first future" indicates a strategic focus on integrating advanced AI capabilities into the core Salesforce platform. The role requires a blend of creative language skills and technical understanding of AI concepts and enterprise systems, making it a specialized UX role within a large enterprise technology context.

📈 Primary Responsibilities

• Conversational Flow & Intent Design: Design, map, and document comprehensive conversational flows, user intents, and effective fallback strategies to facilitate task completion within Salesforce Clouds. Define clear topic structures, intent recognition pathways, and seamless escalation/handoff mechanisms between AI agents and human support.
• Prompt & Instruction Optimization: Author, refine, and meticulously optimize AI prompts and agent responses to ensure they are natural, clear, concise, and consistent with the Salesforce brand tone and voice across diverse contexts. Analyze and improve policy-style instructions (e.g., "never show X," "if Y, always do Z") for maximum clarity, safety, and operational effectiveness.
• Policy Design & Compiler Logic: Partner collaboratively with AI engineers and product managers to translate high-risk, compliance-critical, or complex prompts into deterministic instructions, configurations, or orchestration rules. Contribute to the definition and implementation of a "compiler-like" architecture to govern AI agent behavior and output across various workflows.
• Agent Behavior, Personality & Tone Definition: Establish and enforce clear tone, personality, and behavioral guidelines for AI agent personas. Ensure consistency in agent behavior, even when integrated into different product experiences or interacting across multiple surfaces, coordinating with various teams to maintain behavioral boundaries.
• Pattern Library & System Scaling: Build, maintain, and evolve a comprehensive library of reusable prompt templates, conversational design patterns, topic structures, and response formats. Tag, document, and categorize use cases across different industry verticals, user roles, and agent actions to facilitate scalable and efficient design implementation.
• Data-Driven Design & Continuous Improvement: Analyze AI agent performance metrics, user interaction data, and qualitative feedback to identify areas for improvement in flow coverage, intent recognition accuracy, and overall conversational satisfaction. Collaborate with engineering teams to refine telemetry, establish robust evaluation loops, and implement qualitative review processes.
• Cross-Functional Collaboration & Documentation: Work intimately with AI researchers, engineers, product managers, trust and safety teams, and various cloud stakeholders to shape prompt architecture, context-passing mechanisms, and orchestration logic. Provide clear, detailed documentation, design rationale, and implementation guidance to teams deploying AI agentic experiences across the Salesforce platform.

📝 Enhancement Note: The responsibilities highlight a proactive approach to AI agent development, moving beyond simple dialogue scripting to include the strategic design of AI behavior, governance, and scalability. The mention of "compiler-like" architecture and "policy-style instructions" suggests a sophisticated system for managing AI output, which is crucial for enterprise-level deployments. This implies a need for candidates who can think systematically and contribute to foundational design principles for AI agents.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Linguistics, Human-Computer Interaction (HCI), English, Communications, Computer Science, or a related field is typically expected, though equivalent practical experience will be strongly considered.

Experience: Minimum of 2-5 years of professional experience in a relevant field such as conversation design, UX writing, prompt engineering, interaction design, or a closely related role.

Required Skills:

• Conversation Design & UX Writing: Proven experience in designing intuitive and effective conversational flows, intents, and user journeys for AI-powered interfaces (chatbots, voice assistants, AI agents).
• Prompt Engineering & Optimization: Demonstrated ability to craft clear, concise, and effective prompts and responses for generative AI models, with a focus on optimizing for accuracy, tone, and safety.
• Linguistic & Writing Proficiency: Exceptional command of written and spoken English, with a keen ability to balance nuance, clarity, brand voice, and tone in AI-generated output.
• AI/ML Concepts Familiarity: Solid understanding of fundamental AI/ML concepts relevant to conversational AI, including intent recognition, Natural Language Understanding (NLU), retrieval-augmented generation (RAG), and AI model orchestration.
• Systems Thinking: Capacity to approach conversational design from a systems perspective, understanding how individual interactions fit into larger workflows and the overall user experience.
• Cross-Functional Collaboration: Proven ability to collaborate effectively with diverse teams, including engineers, product managers, UX researchers, and legal/trust teams, to translate complex requirements into actionable designs.
• Policy & Logic Translation: Experience in translating natural language requirements or guidelines into structured, deterministic logic or policy configurations for AI systems.

Preferred Skills:

• Salesforce Platform Knowledge: Familiarity with Salesforce platform concepts, including its CRM capabilities, metadata structures, automation tools (like Flows), and underlying architecture, or a strong aptitude and willingness to quickly learn these.
• Regulated Industries Experience: Experience designing conversational AI for industries with strict regulatory compliance or high-stakes environments.
• Multi-Agent Coordination: Experience in designing conversational systems involving multiple AI agents or complex handoff scenarios.
• Compiler Design Patterns: Understanding of principles related to compiler design, particularly as they apply to defining and enforcing AI agent behavior and constraints.
• Data Analysis for UX: Ability to analyze user interaction data and performance metrics to inform design decisions and iterate on conversational experiences.
• Prototyping Tools: Familiarity with conversational design prototyping tools (e.g., BotMock, Voiceflow, Figma for conversational flows).

📝 Enhancement Note: The "experience level" of 2-5 years suggests this role is ideal for a mid-level professional looking to deepen their expertise in enterprise-level AI conversation design. The combination of UX writing, prompt engineering, and AI/ML concepts is key. The preference for Salesforce platform knowledge is a significant advantage, indicating that candidates with prior exposure to this ecosystem will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Conversational Design Projects: Showcase a minimum of 2-3 robust projects that clearly illustrate your ability to design end-to-end conversational flows, manage user intents, and implement effective error handling and fallback strategies.
• Prompt Engineering Examples: Include specific examples of prompts you've designed and optimized for AI models, detailing the problem, your approach, and the measurable impact of your optimizations (e.g., improved response accuracy, reduced hallucinations, better adherence to guidelines).
• Systematic Design Approach: Present projects that highlight your systems thinking, demonstrating how you've considered scalability, reusability, and integration within a larger product ecosystem. This could include pattern libraries or design system contributions.
• Policy/Logic Translation Case Studies: If possible, include a case study demonstrating your ability to translate complex rules or compliance requirements into structured conversational logic or deterministic instructions for AI agents.
• Collaboration Evidence: While difficult in a portfolio, consider including descriptions of how you've collaborated with engineering or product teams on AI projects, showcasing your communication and cross-functional partnership skills.

Process Documentation:

• Workflow Design & Optimization: Provide examples of documented conversational workflows, flowcharts, or state diagrams that illustrate your process for mapping out user journeys and agent interactions. Highlight instances where you've optimized existing flows for efficiency or clarity.
• Implementation & Automation Methods: Detail your process for handing off designs to developers or implementing conversational logic, including any use of design systems, style guides, or automation techniques you've employed.
• Measurement & Performance Analysis: Showcase how you've used data and analytics to measure the performance of conversational AI and drive iterative improvements. This could involve presenting dashboards, analysis reports, or A/B testing results for conversational elements.

📝 Enhancement Note: A strong portfolio is critical for this role, as it will serve as the primary evidence of your skills in conversation design, prompt engineering, and systematic thinking for AI agents. Focus on showcasing the process behind your designs, not just the final output. Demonstrating how you've analyzed results and iterated based on data will be particularly impactful, given the emphasis on continuous improvement.

💵 Compensation & Benefits

Salary Range: For California-based roles, the base salary hiring range for this position is $137,100 to $188,600 annually.

Benefits: Salesforce offers a comprehensive benefits package designed to support employee well-being and financial health, including:

• Health & Wellness: Medical, Dental, and Vision insurance plans, along with dedicated Mental Health Support resources.
• Time Off Programs: Generous time off programs to promote work-life balance and employee well-being.
• Family Support: Paid Parental Leave to support new parents.
• Financial Security: Life Insurance, Disability Insurance, a 401(k) retirement savings plan, and an Employee Stock Purchasing Program.
• Additional Perks: Access to various programs and resources to support employees in living well.

Working Hours: While the standard full-time workweek is typically 40 hours, Salesforce often offers flexibility in how and when work is accomplished, especially for remote roles. Specific team needs and project deadlines may require adjustments, but the company culture generally supports a balance between productivity and personal life.

📝 Enhancement Note: The provided salary range is specific to California and reflects mid-level compensation for a specialized UX role in a major tech hub. The comprehensive benefits package is standard for a large enterprise like Salesforce and is highly competitive. The "Remote OK" status adds significant value for candidates outside the immediate San Francisco area, though proximity to the San Francisco office might be beneficial for collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cloud-based Software / Customer Relationship Management (CRM) / Enterprise Software. Salesforce is a leader in its industry, known for its innovation in AI, data, and CRM solutions, driving digital transformation for businesses globally. Company Size: Salesforce is a large enterprise, employing tens of thousands of people worldwide. This scale offers opportunities for impactful work, exposure to diverse projects, and career advancement within a structured environment. Founded: 1999. Salesforce has a long history of innovation and growth, establishing itself as a dominant force in the enterprise software market. Its founding ethos of "business as the greatest platform for change" shapes its culture.

Team Structure:

• AI & Conversation Design Focus: The role sits within the User Experience (UX) discipline, likely within a specialized team focused on AI, conversational interfaces, or product innovation. This team will be instrumental in shaping the future of how users interact with Salesforce through AI agents.
• Cross-Functional Collaboration: Expect to work closely with Product Managers (PMs), AI Engineers, Software Engineers, UX Researchers, Trust & Safety teams, and stakeholders from various Salesforce Clouds (Sales Cloud, Service Cloud, Marketing Cloud, etc.).
• Reporting: The specific reporting structure isn't detailed, but roles like this typically report into a UX leadership hierarchy, potentially within a dedicated AI product group or a broader UX organization.

Methodology:

• Data-Driven Design: Salesforce emphasizes a data-informed approach to product development, meaning designs are often validated through user research, A/B testing, and analysis of product usage data.
• Agile Development: The company typically employs agile methodologies, requiring iterative design, close collaboration with development teams, and adaptability to changing requirements.
• Customer-Centricity: A core value is focusing on the customer's needs and success ("The Customer Company"), which translates into designing AI experiences that are genuinely helpful and efficient for Salesforce users.

Company Website: https://www.salesforce.com/

📝 Enhancement Note: Salesforce's culture is built on strong core values (Trust, Customer Success, Innovation, Equality, Sustainability). For this role, "Innovation" and "Trust" are particularly relevant, as the work directly involves developing new AI capabilities and ensuring they are reliable and safe. The company's commitment to "doing well and doing good" also suggests a focus on ethical AI development.

📈 Career & Growth Analysis

Operations Career Level: This is a Mid-Level role (2-5 years of experience). It offers a significant opportunity to specialize in the rapidly evolving field of AI conversation design within a leading enterprise software company. The role is crucial for defining how AI agents function across a vast product suite. Reporting Structure: Typically, a UX Conversation Designer would report to a Lead Conversation Designer, UX Manager, or Director of UX within a product division or a central UX team. Collaboration will be extensive across product and engineering teams. Operations Impact: The work directly impacts user productivity, customer satisfaction, and the overall adoption and effectiveness of AI-powered features within the Salesforce platform. By shaping how AI agents communicate and perform tasks, this role contributes significantly to the company's AI-first strategy and customer success.

Growth Opportunities:

• Specialization: Deepen expertise in AI conversation design, prompt engineering, AI ethics, and specific areas of enterprise AI application.
• Leadership: Progress into Senior Conversation Designer, Lead Conversation Designer, or UX Manager roles, potentially managing a team or leading design initiatives for major AI product areas.
• Cross-Functional Expertise: Gain exposure to AI/ML development, product management, and enterprise system architecture, broadening skill sets for future roles.
• Mentorship: Opportunities to mentor junior designers and contribute to the development of design standards and best practices for conversational AI at Salesforce.
• Industry Recognition: Contribute to cutting-edge AI product development that can lead to industry recognition and thought leadership.

📝 Enhancement Note: This role represents a strategic career move for UX professionals interested in AI. It offers a chance to be at the forefront of conversational AI development within a major enterprise, providing a strong foundation for future growth in AI-focused UX or product roles. The Salesforce ecosystem is vast, meaning there are many avenues for specialization and impact.

🌐 Work Environment

Office Type: Salesforce has a modern, collaborative office environment. While this role is designated as "Remote OK" with a primary focus on San Francisco, CA, hybrid work arrangements are common, and occasional in-office collaboration might be expected or beneficial. Office Location(s): The primary location is San Francisco, California. Salesforce has multiple offices in San Francisco, known for being vibrant, tech-centric workspaces. Workspace Context:

• Collaboration: The workspace is designed to foster collaboration, with open areas, meeting rooms, and shared resources. Expect frequent interaction with team members and stakeholders.
• Tools & Technology: Access to state-of-the-art design and collaboration tools, as well as internal Salesforce systems and AI development platforms.
• Team Interaction: Opportunities to engage with a diverse and talented group of professionals, participate in design critiques, and contribute to a shared knowledge base.

Work Schedule: Standard business hours are expected, with flexibility often provided to accommodate personal needs and remote work. However, project deadlines and team collaboration may require availability during core working hours for the San Francisco time zone (America/Los_Angeles).

📝 Enhancement Note: The "Remote OK" designation is significant. It implies that Salesforce is open to hiring talent outside of the immediate San Francisco Bay Area, but the primary physical location for the role is San Francisco. This suggests that while remote work is supported, candidates should be aware of potential for occasional in-person meetings or a desire to be within commuting distance for team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
• Portfolio Review & Presentation: Expect a dedicated session where you will present your portfolio, walking through key projects, design process, and impact. This is a critical step to demonstrate your skills in action.
• Technical/Design Interviews: Interviews will likely focus on your conversation design methodology, prompt engineering techniques, understanding of AI/ML concepts, and problem-solving abilities related to conversational AI. You may be asked to critique existing AI interactions or design hypothetical ones.
• Cross-Functional Interviews: You may speak with Product Managers, Engineers, or UX Researchers to assess your collaboration skills, ability to translate technical requirements, and understanding of the Salesforce ecosystem.
• Hiring Manager Interview: A final interview with the hiring manager to discuss team fit, career aspirations, and final alignment with the role.

Portfolio Review Tips:

• Structure Your Narrative: For each project, clearly articulate the problem statement, your role and contributions, the design process you followed, key decisions made, and the measurable outcomes or impact.
• Showcase Process, Not Just Polish: Highlight your iterative design process, how you incorporated feedback, and how you used data or user research to inform your decisions. For prompt engineering, show examples of iteration and refinement.
• Focus on Enterprise Context: If possible, relate your work to enterprise-level challenges, scalability, or integration within larger systems.
• Prepare for Specifics: Be ready to discuss specific challenges encountered, how you overcame them, and your approach to balancing user needs with business objectives and technical constraints.
• Demonstrate AI Understanding: Clearly articulate your understanding of AI/ML concepts and how they informed your design choices.

Challenge Preparation:

• Conversational Design Challenge: You might be given a scenario and asked to design a conversational flow or specific prompts for an AI agent within the Salesforce context. Focus on clarity, efficiency, and alignment with potential brand voice.
• Prompt Optimization Task: You could be presented with an existing prompt and asked to improve it based on specific criteria (e.g., accuracy, safety, conciseness).
• Systematic Thinking Exercise: Be prepared to discuss how you would approach designing a scalable system for managing conversational AI across multiple products or user types.

📝 Enhancement Note: The portfolio presentation is paramount. It's your primary opportunity to visually and verbally demonstrate your capabilities. Tailor your presentation to highlight how your skills align with Salesforce's specific needs in AI agent design, including prompt engineering and structured logic.

🛠 Tools & Technology Stack

Primary Tools:

• Conversational Design Tools: Proficiency with tools like BotMock, Voiceflow, or similar platforms for designing, prototyping, and documenting conversational flows. Figma or Sketch for wireframing and UI elements related to chat interfaces.
• Prompt Engineering Platforms: Familiarity with interfaces or platforms used for interacting with and optimizing large language models (LLMs).
• Collaboration Suites: Google Workspace or Microsoft 365 for documentation, communication, and project management.
• Version Control (for design assets): Potentially using tools like Git for design assets or documentation, or internal Salesforce systems for asset management.

Analytics & Reporting:

• Data Analysis Tools: Experience with tools like Tableau, Looker (which Salesforce acquired), or even advanced Excel for analyzing user behavior data and AI performance metrics.
• A/B Testing Frameworks: Understanding of how to set up and analyze A/B tests for conversational elements or prompts.
• User Feedback Platforms: Familiarity with tools for collecting and analyzing qualitative user feedback.

CRM & Automation:

• CRM Systems: While not strictly required to be a Salesforce expert initially, familiarity with CRM concepts and how AI agents might interact with CRM data is beneficial.
• Automation Tools: Understanding of workflow automation principles, especially as they relate to triggering AI agent actions or integrating AI outputs into business processes.
• Integration Platforms: Awareness of how AI services integrate with broader enterprise systems.

📝 Enhancement Note: While deep Salesforce platform expertise is preferred, a strong foundation in conversation design tools, prompt engineering techniques, and data analysis for UX is essential. The ability to learn and adapt to Salesforce's internal toolset will be key.

👥 Team Culture & Values

Operations Values:

• Trust: Building AI agents that are reliable, secure, and handle data responsibly. Ensuring transparency in AI behavior.
• Customer Success: Designing AI experiences that genuinely solve customer problems and enhance their productivity within Salesforce.
• Innovation: Continuously exploring new ways to leverage AI and conversational interfaces to improve the user experience and drive business value.
• Equality: Ensuring AI designs are inclusive, accessible, and free from bias, reflecting Salesforce's commitment to equality for all.
• Efficiency: Optimizing conversational flows and prompt design for speed, accuracy, and resource utilization.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative environment where close partnerships with engineering, product, and research teams are the norm.
• Design Critiques & Feedback: A culture of constructive feedback and design critiques to ensure the highest quality of conversational AI design.
• Knowledge Sharing: Emphasis on sharing best practices, learnings, and reusable assets to foster a collective understanding and continuous improvement across teams.
• Agile & Iterative: A dynamic approach to design, with a willingness to iterate based on feedback, data, and evolving project requirements.

📝 Enhancement Note: The team culture at Salesforce is generally described as collaborative, innovative, and customer-focused. For this AI role, the values of Trust and Innovation will be particularly prominent, requiring designers to be both creative in their solutions and responsible in their implementation of AI.

⚡ Challenges & Growth Opportunities

Challenges:

• AI Complexity & Rapid Evolution: The AI landscape, especially generative AI, is evolving at an unprecedented pace. Staying current with new models, techniques, and best practices requires continuous learning.
• Enterprise Scale & Integration: Designing conversational AI for a large, complex enterprise platform like Salesforce, with its diverse user base and intricate systems, presents significant challenges in ensuring consistency, scalability, and seamless integration.
• Balancing Natural Language with Deterministic Logic: Effectively translating nuanced human language into clear, actionable instructions for AI agents, and deciding when to enforce strict rules versus allowing natural language flexibility, is a core design challenge.
• Ensuring AI Safety & Trust: Designing AI agents that are not only effective but also safe, unbiased, and trustworthy is paramount, requiring careful consideration of ethical implications and robust guardrails.

Learning & Development Opportunities:

• AI Specialization: Immerse yourself in the latest advancements in conversational AI, prompt engineering, and generative AI models.
• Industry Conferences & Training: Opportunities to attend relevant conferences, workshops, and training programs focused on AI, UX, and conversational design.
• Mentorship: Access to experienced AI and UX leaders within Salesforce who can provide guidance and career development support.
• Product Exposure: Gain deep insights into how AI is integrated across a leading enterprise CRM platform, understanding its impact on business processes and customer interactions.

📝 Enhancement Note: This role offers a significant opportunity to tackle complex, cutting-edge challenges in AI. The primary challenge will be navigating the rapid evolution of AI technologies and applying them effectively within a large enterprise context, demanding continuous learning and adaptation.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "How would you approach designing conversational AI for a specific Salesforce Cloud (e.g., Service Cloud) to improve agent efficiency?" Prepare to discuss your methodology for understanding user needs, defining intents, and mapping flows.
• Collaboration & Stakeholder Management: "Describe a time you had to work with engineers to implement a complex conversational feature. How did you ensure alignment and manage technical constraints?" Be ready to share examples of how you communicate design rationale and collaborate with technical teams.
• Problem-Solving & Efficiency: "Imagine an AI agent is consistently misunderstanding user queries for a specific task. How would you diagnose and resolve this issue?" Focus on your process for analyzing conversational data and implementing iterative improvements.

Company & Culture Questions:

• Company Operations Culture: "What do you know about Salesforce's AI strategy, and how do you see your role contributing to it?" Research Salesforce's AI products (Einstein GPT, etc.) and their overall customer company vision.
• Team Dynamics: "How do you prefer to receive feedback on your designs, and how do you provide feedback to collaborators?" Prepare to discuss your collaborative style and how you contribute positively to team dynamics.
• Impact Measurement: "How would you measure the success of a new conversational AI feature you designed?" Discuss key metrics relevant to AI agent performance and user satisfaction.

Portfolio Presentation Strategy:

• Concise Storytelling: Structure your portfolio presentation with a clear narrative for each project: problem, solution, process, and impact.
• Highlight Key Skills: Explicitly call out how specific projects demonstrate your conversation design, prompt engineering, and systems thinking capabilities.
• Data-Driven Insights: If possible, showcase how data or user feedback informed your design decisions or validated the success of your work.
• Interactive Elements: If you have interactive prototypes or demos, be prepared to guide the interviewer through them.
• Address Salesforce Context: Briefly mention how your past work or skills are transferable to the Salesforce ecosystem and its specific challenges.

📝 Enhancement Note: Be prepared to articulate your understanding of prompt engineering and its role in shaping AI behavior. Salesforce is heavily invested in AI, so demonstrating a deep understanding of how to design effective prompts and manage AI outputs will be crucial.

📌 Application Steps

To apply for this UX Conversation Designer position:

• Submit your application through the provided Salesforce Careers portal link.
• Portfolio Customization: Tailor your resume and portfolio to highlight specific experience in conversation design, UX writing, prompt engineering, and AI/ML concepts. Select portfolio pieces that best showcase your ability to design structured conversational flows and optimize AI prompts.
• Resume Optimization: Ensure your resume clearly articulates your accomplishments using action verbs and quantifiable results. Integrate keywords relevant to conversational AI, UX design, and prompt engineering.
• Interview Preparation: Practice articulating your design process, project impact, and understanding of AI principles. Prepare mock answers for common UX and AI-related interview questions, and rehearse your portfolio presentation.
• Company Research: Thoroughly research Salesforce's AI initiatives, products (like Einstein GPT), and their core values. Understand how this role fits into their broader "AI+ Data +CRM" strategy.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.