Senior Conversation Designer, Chat & Voice AI

Job Description

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.

What you'll do

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.

Expectations and tasks

· 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.

About You

· 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.

About the Team

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 across the organization implement.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 195500 - 332300(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 445029 | Work Area: Software-User Experience | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid