Job Description

### **Role Overview:**

We are seeking an **AI Specialist** with expertise in **prompt engineering, AI voice agent configuration, and LLM agent architecture**.

This role will focus on **building, refining, and evaluating AI Voice Agents** used for inbound reception, lead intake, and outbound follow-up via platforms such as **Retell, Regal, Salesforce**, and potentially **ElevenLabs**.

This position is ideal for candidates who can combine **conversational design, prompt engineering, and AI evaluation best practices** to create reliable, compliant, human-equivalent voice experiences at scale.

Over time, the role will expand to support broader AI initiatives, including internal AI tooling evaluations, contributing to AI policy, and assisting with **Salesforce Agentforce development**.

### **Key Responsibilities**

**AI Voice Agent Design & Configuration**

* Build and refine voice agents using Retell, Regal, or related tools.
* Design structured prompts, instruction layers, and sub-agent workflows.
* Configure advanced agent features such as knowledge bases, MCPs, webhooks, and tool calling.
* Implement best practices for temperature, top-p, frequency penalties, guardrails, memory management, SSML, voice selection, and tone tuning.

**Agent Evaluation, Testing & QA**

* Conduct pre- and post-deployment evaluations using agent observability tools.
* Assess audio quality, turn-taking behavior, latency, accuracy, and compliance.
* Review call transcripts to identify behavioral drift or hallucinations.
* Document findings and make recommendations for iterative improvements.

**Cross-System Integration & Workflow Support**

* Configure integrations between voice agents, Salesforce, and Regal.
* Work with webhooks, JSON payloads, and structured outputs to ensure accurate data capture.
* Collaborate with engineering and operations teams to troubleshoot workflows.

**AI Strategy, Governance & Enablement**

* Contribute to AI guidelines and responsible-use policies.
* Evaluate third-party AI tools for security, reliability, and compliance.
* Document agent designs, prompts, and best practices.
* Train internal stakeholders on agent behavior and updates.

**Future AI Work**

* Support Salesforce Agentforce development.
* Assist with RAG (Retrieval-Augmented Generation) implementations.
* Contribute to internal generative AI projects.

### **Required Qualifications**

* Hands-on experience with AI voice agents, LLM agents, chatbots, or similar conversational AI systems.
* Demonstrated **prompt engineering skills** with portfolio, samples, or transcripts.
* Familiarity with Retell, ElevenLabs, or similar AI voice platforms.
* Strong knowledge of LLM concepts: temperature, top-p, hallucinations, context windows, guardrails, memory, etc.
* Comfortable with webhooks, JSON, APIs, and multi-system integrations.
* Experience with evaluation tools or AI quality methodologies.
* Ability to analyze call transcripts and identify improvement opportunities.
* Excellent written communication and documentation skills.

### **Preferred Qualifications**

* Experience with IVR or conversational AI systems: Regal, Twilio, Genesys, Five9, Dialogflow, Amazon Lex.
* Familiarity with AI evaluation/observability platforms.
* Knowledge of legal intake workflows or call center operations.
* Exposure to the Salesforce ecosystem.
* Basic JavaScript or Python knowledge.
* Experience with RAG systems or vector databases.

**Preferred Certifications or Training**

* Conversation Design Institute certifications
* OpenAI or DeepLearning.AI prompt engineering coursework
* Google Cloud Generative AI Certification
* Microsoft Applied Skills – LLM App Development
* IBM Applied AI Professional Certificate

**To Apply:** Submit your resume demonstrating your experience with AI voice agents, LLM agents, or conversational AI projects.

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