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 .

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 s. 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 AT.