Contractual Bot Developer Jobs (NOW HIRING)

Job Summary:
Sovos Latinoamérica is a global leader in tax compliance solutions. As a Senior Conversation Designer, you will design and enhance AI-driven customer support agents, ensuring effective and engaging interactions across various channels.
Responsibilities:
• Design dialog flows, intents, entity models, and prompt templates for Sovos' bot portfolio across customer-facing chat and deflection channels
• Build and maintain AI agents in low/no-code platforms (TheLoops, Einstein Bots, Ask Sovi), including tool/function definitions, grounding, and guardrails
• Own conversational UX standards---tone, escalation, disambiguation, and fallback handling---across a ~100-product catalog
• Partner with Knowledge Management to identify, curate, and shape the content sources bots rely on, ensuring articles are bot-ready
• Write, edit, and localize bot-facing copy in Sovos' voice, coordinating with regional teams on Portuguese, Spanish, and Turkish variants
• Define and track containment, deflection, escalation, and CSAT metrics per flow
• Run A/B tests and structured tuning cycles; report results and learnings to support leadership
• Triage bot failures, misroutes, and negative feedback; drive fixes through the product and content roadmap
• Act as the conversational design authority for GSS; review and approve bot changes from vendors and internal teams
• Represent support's voice in roadmap discussions with AI vendors (TheLoops, Salesforce) and internal product teams (Ask Sovi)
Qualifications:
Required:
• 5+ years in conversation design, AI UX, or content design, including at least 2 years building production customer-support bots
• Hands-on experience with at least one enterprise conversational AI or AI-agent platform (TheLoops, Intercom Fin, Ada, Kore.ai, Salesforce Einstein Bots, Dialogflow, or similar)
• Demonstrated experience with prompt engineering, RAG, and grounding AI agents in enterprise knowledge bases
• Experience designing for multilingual audiences (English required; Spanish or Portuguese a plus)
• Bachelor's degree in UX, Linguistics, Communications, HCI, or related field; equivalent experience accepted
• A strong portfolio of shipped support or self-service bots, with the ability to move fluidly between flow diagrams, prompt files, and analytics dashboards
• A writer-first mindset---you know that tone, clarity, and brevity are what make a bot feel good
• Systems thinker who can manage a 100-product catalog, multiple languages, and several agents simultaneously
• Fluent English communicator, able to operate across US, LATAM, and EMEA time zones
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire
Company:
La tecnología ha transformado a las empresas y ha cambiado para siempre la forma en que los gobiernos regulan. Founded in , the company is headquartered in Santiago, Región Metropolitana, CL, , with a team of 201-500 employees. The company is currently Growth Stage.