AI Conversation Developer - Clearwater, FL

This employee works to design, build, and optimize end-to-end voice-first experiences.

• Focuses on telephony and voice bots, combining NLU, prompt engineering, automation, and backend integrations to create data-driven, high performing conversational experiences
• Works across both the "front end" of the conversation (dialog design, NLU, prompts, call flows) and the "back end" (APIs, logic, data, integrations), using real interaction data and metrics to continuously improve performance

• Designs, builds, and maintains voice-first conversational flows for contact centers, IVR, and telephony channels
• Configures and optimizes NLU for voice use cases (intents, entities, training phrases, confidence handling, disambiguation)
• Designs voice prompts and dialog strategies, including error handling, reprompts, confirmations, and escalation logic
• Works with ASR/TTS and voice settings to balance accuracy, latency, and user experience
• Implements routing, call handling logic, and escalation paths to live agents where needed
• Designs, tests, and refines prompts for LLMs and AI components that support voice interactions (reasoning, summarization, routing, knowledge lookup, etc.)
• Implements guardrails, system instructions, and structured prompting patterns for reliability and compliance
• Uses call logs and transcripts to improve NLU accuracy, reduces misclassifications, as well as tune prompts and flows
• Builds and maintains evaluation sets and scenarios for regression testing of NLU models and prompts changes
• Implements backend automation logic to fulfill user intents (lookups, updates, workflows, decisions)
• Integrates with internal and external systems (CRMs, ticketing tools, databases, APIs, RPA, etc.)
• Handles error states, fallbacks, and edge cases to ensure stable and predictable automation
• Maintains configuration, mappings, and business rules that drive conversational and automation behavior
• Defines and tracks key metrics such as containment rate, transfer rate, error rate, call duration, and completion rate
• Analyzes logs, transcripts, and metrics to identify improvement opportunities in NLU, flows, and automation
• Runs experiments (A/B tests, controlled changes) on prompts, flows, and logic, as well as evaluate impact using data
• Contributes to dashboards and reporting for stakeholders on voice bot and automation performance
• Works closely with operations, product, and business stakeholders to translate real-world call scenarios into conversational designs and automation logic
• Owns the lifecycle from design and implementation to testing, deployment, and continuous improvement
• Creates and maintains clear documentation for flows, NLU configurations, prompts, integrations, and KPIs