AI Prompt Engineer

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

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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