About the role
You will own how our AI voice agents speak, listen, and adapt in real customer interactions. This is not a prompt-writing role in isolation. It's about diving deep into real conversations, understanding human nuance, and crafting AI interactions that feel natural, emotionally intelligent, and outcome-driven.
This is a hands-on, high-context role at the intersection of linguistics, conversation design, and product thinking. You'll partner closely with Sales, Success, and Product to transform real-world insights into conversational experiences that consistently deliver business impact.
You're part linguist, part conversation designer, part prompt engineersomeone who instinctively understands what makes dialogue feel human while also grasping the underlying behavior of large language models.
What you'll do
- Design conversational flows and objectives (prompts, paths, and logic) that guide our AI voice agents through meaningful, goal-driven interactions.
- Analyze real call recordings to understand user behavior, identify friction points, assess tone and clarity, and translate insights into improved conversational design.
- Prototype and test interactions using internal tools, iterating quickly based on live performance and feedback loops.
- Collaborate cross-functionally with Sales, Success, and Product to refine how our AI shows up in high-stakes customer conversations.
- Shape AI agent personalities that feel authentically human while becoming more effective with each iteration.
- Create scalable frameworks including prompt templates, tone and style guides, fallback strategies, and reusable conversation playbooks across multiple use cases.
- Measure impact using both qualitative and quantitative metrics to improve conversation quality, engagement, and conversion-oriented outcomes.
What We're looking For:
- Experience in conversation design, with a strong understanding of the psychology of dialogue, trust-building, and human communication patterns.
- A linguist's earyou're a curious, empathetic communicator who can detect tone, context, and subtle cues that influence user experience.
- Prompt engineering proficiency with the ability to shape reasoning, tone, and behavior across LLM-powered conversational systems.
- Business intuition to connect conversational design decisions to outcomes like conversion, qualification, appointment-setting, and customer satisfaction.
- Exceptional listening and synthesis skills, enabling you to extract insights from real customer conversations and turn them into meaningful design improvements.
- Strong writing abilityclear, natural, emotionally intelligent, and adaptable across audiences and scenarios.
- Experience with evaluator prompts to assess coherence, accuracy, and conversational quality in voice agents.
- Awareness of ethical AI principles, including hallucination control, safety guidelines, and responsible conversational behaviour.
- Educational or professional background in Linguistics, Conversation Design, Psychology, Communications, or a related field.
