The Role
The AI Prompt Engineer is a 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
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Your Profi
* leStrong hands-on experience in LLM prompt engineering for production system
* s.Experience with conversational AI for customer service (voice & chat
* ).Knowledge of agentic AI design patterns and orchestratio
* n.Experience with RAG, grounding techniques, and prompt evaluatio
* n.Understanding of Responsible AI, security, and compliance control
* s.Familiarity with Git, CI/CD concepts, and release governanc
* e.Strong stakeholder communication skill
s.
Desirable skills/knowledge/experienc
* e: Voice AI / IVA / IVR modernisation experien
* ce.Experience in regulated industries (utilities, BFSI, public secto
* r).Exposure to contact-centre metrics such as containment, deflection, CS
AT.