Why This Job is Featured on The SaaS Jobs
This AI Conversation Designer role sits at the intersection of product experience and customer operations, a space where many SaaS companies are investing as conversational interfaces mature from simple deflection tools into managed digital channels. The remit spans multiple modalities and an end to end agent lifecycle, signalling a programmatic approach to conversational AI rather than one off bot builds.
For a SaaS career, the most durable learning here comes from treating conversation quality as an operating metric. The work blends prompt and flow design with instrumentation, KPI review, and iterative release management, building a practical understanding of how automation affects support demand, service quality, and customer perception. Experience partnering across functions to identify automation opportunities also translates well across SaaS environments where AI capabilities increasingly touch product, support, and service design.
This is best suited to someone who enjoys structured experimentation and documentation, and who can move between creative language work and analytical diagnosis without losing rigor. It will fit professionals who prefer owning a defined surface area, improving it continuously, and collaborating with stakeholders to translate operational needs into deployable conversational experiences.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the team/role
We are seeking a skilled and detail-oriented AI Conversation Designer to join our Service Design team. This role is central to managing and optimizing our conversational AI agents across multiple modalities, directly impacting customer experience and operational efficiency. The ideal candidate will have hands-on experience with conversational AI platforms, a strong understanding of conversation design principles, and the ability to analyze performance data to drive continuous improvement. This role requires someone who is curious, adaptable, and passionate about leveraging AI to deliver seamless, human-centered support experiences.
What you’ll do
- Lead the development, optimization, and ongoing management of conversational AI agents across modalities, ensuring consistent performance and user experience.
- Own the end-to-end lifecycle of assigned AI agents, including prompt engineering, conversation design, testing, and deployment.
- Drive measurable improvements in agent performance through analysis of key performance indicators and conversation analytics.
- Partner with cross-functional teams to identify automation opportunities and implement solutions that reduce contact volume while maintaining service quality.
- Develop and maintain comprehensive documentation for AI agent workflows and processes.
- Monitor and troubleshoot AI agent behavior, diagnosing issues across conversation flows and escalating technical issues as needed.
- Implement and iterate on dynamic response content, including conditional logic, personalization, and multimedia elements within conversational interfaces.
- Lead special projects as required to support evolving AI capabilities and business needs.
What you bring
- 3-5 years of experience in conversational AI, knowledge management, chatbot administration, or similar roles managing customer-facing digital channels.
- Hands-on experience with conversational AI platforms and understanding of NLU/NLP concepts.
- Proficiency in conversation design principles, including intent mapping, utterance training, and fallback strategies.
- Strong analytical skills with the ability to interpret conversation logs, performance dashboards, and customer feedback to drive optimization.
- Excellent written communication skills and ability to craft clear, concise bot responses for diverse audiences.
- Proven ability to collaborate cross-functionally and translate business requirements into actionable solutions.
- Comfort navigating ambiguity and managing multiple priorities in a fast-paced environment.
- An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.
