AI Conversation Developer

Overview

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

• 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