Voice Designer, Agentic Voice

About Dialpad

Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits:
Scrappy, Curious, Optimistic, Persistent, and Empathetic
.

As a Voice Experience (VX) Designer, you'll own the voices, personalities, and interactions that make an AI agent feel intuitive, empathetic, and human. We're going all-in on agentic AI under one core idea: stop answering, start resolving. A voice agent that resolves is only as good as the experience it delivers; designing that entire voice experience is your job.

Reporting directly to the VP of AI Products, you'll define the personas, standards, and quality bar that our Speech engineering team implements and that forward-deployed VX designers apply account-by-account in the field. You author the voice; they build the machine that renders it, and the field applies it. You'll collaborate hand-in-hand with our AI engineers to shape model judgment through prompts and flow orchestration rather than hard-coded branches.

You’ll bring a deep sense of behavioral and emotional design to the platform, ensuring our agents have the taste, pacing, and vocabulary to sound truly competent and empathetic across both happy paths and high-stakes moments.

This position has the opportunity to be based in our San Ramon, US office.

• Own the persona:
  Define the agent's global voice, character, and personality, and maintain persona consistency across every vertical we ship.
• Set the voice palette & house standards:
  Establish the standards for pacing, prosody, and emphasis that Speech engineering implements and forward-deployed teams apply to build brand-specific experiences.
• Define the quality bar:
  Own the universal platform quality bar — Consistency, Fluency, perceived Latency and acceptable trade-offs — and tie persona decisions directly to core metrics like resolution, containment, and sentiment.
• Design behavior with prompts:
  Partner with AI engineers to orchestrate escalation instincts, confirmation patterns, and graceful recovery using advanced prompting rather than rigid dialogue trees — expressing design intent that alters model outputs without writing code.
• Own handoff & turn-taking experience:
  Design standard handoff patterns where context is fully preserved when an agent passes a caller to a human, and shape turn-taking and barge-in behavior in partnership with the Speech team.
• Design for emotional states:
  Research and design for distinct behavioral and emotional user states — a patient disputing a bill, a dispatcher tracing a late delivery — so the agent adapts seamlessly across happy paths and high-stakes moments.

• Experience:
  
  5+ years shaping…