Principal UX Conversation Designer

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Job Category

User Experience

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Mission

Salesforce is moving toward an AI-first model where agents mediate how work happens across every cloud.
At the principal level, you shape the systems, standards, and strategic direction that make these agents reliable, consistent, and safe at enterprise scale.
You bring coherence to a fragmented landscape and orchestrate conversational quality across complex, distributed teams. Your work influences how core products adopt agentic patterns and how leaders plan for cross-cloud governance. In short, you lead the cross-functional strategy for agent quality, setting the standards, logic, and guardrails that unify AI-driven experiences across clouds.
 

Core Responsibilities

Enterprise-Scale Agent Architecture

• Guide cross-cloud teams in defining how agents behave, communicate, and recover across long tasks and multi-surface experiences.
• Set standards that unify flows, context models, handoffs, and guardrails across clouds and product lines.

Conversational Flow, Intent Systems, and Safety Patterns

• Define the conversational structures, escalation paths, and fallback models used across Salesforce.
• Shape the intent, topic, and recovery systems that support complex enterprise workflows.

Prompt and Policy Strategy

• Develop prompt frameworks and instruction patterns used across clouds.
• Decide when prompts stay in natural language and when they move into deterministic rules, configs, or orchestration layers.

Compiler-Level Logic and Governance

• Partner with engineering and PM leadership to establish a compiler-like foundation for agent behavior.
• Translate high-risk scenarios into enforceable logic that protects safety, compliance, and brand trust.

Cross-Cloud Behavioral Standards

• Create tone, persona, and behavior guidelines adopted by multiple teams.
• Ensure agents behave consistently, even when built by different groups with different constraints.

Pattern Libraries and System Scaling

• Build enterprise-ready libraries of prompts, behaviors, and templates.
• Document reusable structures that scale across verticals, roles, and agent actions.

Measurement, Drift Detection, and Quality Loops

• Partner with data science, observability, and engineering to connect heuristics to measurable signals.
• Use performance data to refine flows, strengthen system behavior, and drive org-level improvements.

Executive Collaboration and Strategic Influence

• Work with VP-level leaders across Clouds, Trust, Data, and Platform to guide the roadmap for agent quality and governance.
• Shape cross-cloud strategies that influence investment decisions and organizational planning.

Cross-Functional Leadership

Lead alignment across engineering, PM, trust, AI research, and design leaders.
Drive clarity on roles, boundaries, and implementation approaches for agentic experiences.

What You Bring

• Deep experience designing conversational systems, generative interactions, or multi-turn AI agents across complex environments
• Expert writing and linguistic skill with the ability to scale tone, safety, and clarity across many products
• Strong understanding of intent systems, context management, orchestration, and RAG-based interactions
• Ability to influence cross-cloud leaders and drive org-level alignment
• Strength in systems thinking, governance design, and scalable patterns
• Experience in regulated, safety-critical, or multi-agent ecosystems

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, a