Agent Experience Designer, Agentic Voice
Design and own the voice, personality, and conversational experience for Dialpad's agentic AI voice agents. Collaborate with AI engineers on prompting and orchestration to create intuitive, empathetic interactions that resolve customer issues, while setting global standards for quality, handoffs, and emotional design.
About the job
Responsibilities
- Own the agent's global voice, character, and personality, maintaining personal consistency across every vertical.
- Own standard handoff patterns and design systems for seamless transitions to human agents with full context preservation.
- Own the universal platform quality bar, defining and measuring Consistency, Fluency, and Latency (CFL); tie decisions to metrics like resolution, containment, and sentiment.
- Establish voice palette and house standards for pacing, prosody, and emphasis for brand-specific experiences.
- Partner with AI engineers to orchestrate behavior, escalation, confirmation patterns, and recovery workflows using advanced prompting.
- Research and design for distinct behavioral and emotional user states, ensuring adaptive interactions in varied scenarios (e.g., patient disputes or delivery tracing).
Requirements
- 5+ years dedicated experience shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
- Bachelor's degree in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
- Demonstrated experience with VUI, character writing, or complex conversational/agentic systems.
- Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration.
- Fluency with Text-to-Speech (TTS) controls, including voice selection, SSML tuning, pacing, and emphasis.
- Exceptional portfolio highlighting voice systems, written persona standards, and interactive logic.
- Strong taste and ear for dialogue; ability to articulate character and translate to consistent AI behavior.
Nice-to-Haves
- Experience in regulated, high-stakes verticals (e.g., healthcare, financial services, legal).
Skills
Voice User Interfaces, Conversation Design, Prompt Engineering, Llm Agent Behaviors, Text-To-Speech, Ssml, Character Writing, Persona Development, Prompt Orchestration
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