AI Prompt Engineer

We are Hiring AI Prompt Engineer with hands-on specialist responsible for designing, testing, deploying, and optimising prompts and agentic workflows for multi-channel customer service AI solutions. The role blends conversational design, LLM prompt engineering, evaluation discipline, and production-grade governance

Your responsibilities:

• Design and iterate prompts for IVR, voice bots, chatbots, and messaging channels.
• Build agentic AI workflows using tool calling, orchestration, and multi-step reasoning.
• Define and maintain prompt evaluation frameworks, regression test suites, and quality metrics.
• Implement guardrails for safety, compliance, PII handling, and hallucination reduction.
• Integrate AI prompts with CRM, knowledge bases, billing, and contact-centre platforms.
• Partner with CX, Product, Engineering, and SMEs to translate journeys into AI behaviour.
• Monitor production performance using analytics and continuously optimise outcomes.
• Manage prompt versioning, approvals, and release processes across environments.
• Support UAT, go-live, and early-life support phases.
• Contribute reusable prompt patterns, playbooks, and accelerators.

Your Profile

Essential skills/knowledge/experience:

• Strong hands-on experience in LLM prompt engineering for production systems.
• Experience with conversational AI for customer service (voice & chat).
• Knowledge of agentic AI design patterns and orchestration.
• Experience with RAG, grounding techniques, and prompt evaluation.
• Understanding of Responsible AI, security, and compliance controls.
• Familiarity with Git, CI/CD concepts, and release governance.
• Strong stakeholder communication skills.

Desirable skills/knowledge/experience:

• Voice AI / IVA / IVR modernisation experience.
• Experience in regulated industries (utilities, BFSI, public sector).
• Exposure to contact-centre metrics such as containment, deflection, CSAT.