AI Prompt Engineer

The AI Prompt Engineer is responsible for monitoring, improving, and optimizing AI agent performance across voice, SMS, and web chat deployments. This role works closely with the U.S.-based Operations and Leadership teams to implement overnight updates, review conversations, identify improvement opportunities, and prepare optimization recommendations for final QA review.

This role plays a critical part in maintaining high-performing AI experiences across enterprise accounts by ensuring agents continuously improve through structured iteration and operational feedback loops.

The ideal candidate is highly detail-oriented, technically curious, organized, and capable of identifying patterns in customer conversations that can improve automation quality, customer experience, and operational efficiency.

Core Responsibilities

AI Conversation Review & Optimization

• Review inbound and outbound AI conversations across voice, SMS, and chat channels
• Identify conversation failures, missed opportunities, escalation patterns, and customer friction points
• Analyze call recordings, transcripts, and interaction data to improve AI behavior and response quality
• Flag conversations requiring escalation or operational attention

Prompt Engineering & Agent Updates

• Make approved overnight prompt updates and AI workflow adjustments
• Improve prompts for clarity, accuracy, tone, qualification flows, objection handling, and operational consistency
• Optimize AI routing, escalation logic, and conversational pathways
• Assist in refining AI personalities, guardrails, and customer interaction structures

QA Preparation & Reporting

• Prepare daily optimization reports and recommended changes for the U.S.-based leadership and QA teams
• Document all updates, findings, issues, and proposed improvements clearly
• Organize call examples and conversation snapshots for review
• Maintain clean internal documentation for all deployed changes

Cross-Team Collaboration

• Work closely with Project Managers, Operations, Customer Success, and Leadership teams
• Support rapid implementation changes requested by enterprise customers
• Assist with onboarding new AI deployments by helping configure prompts and workflows
• Coordinate with U.S.-based QA reviewers before production-level adjustments are finalized

Continuous Improvement

• Identify recurring customer questions, objections, and operational gaps
• Recommend automation improvements based on real conversation trends
• Help improve overall AI containment rates, customer satisfaction, and operational efficiency
• Contribute to building internal prompt libraries, SOPs, and optimization standards

Do you have experience in Teamwork?, * Strong written English communication skills

• High attention to detail and pattern recognition
• Comfortable reviewing large volumes of conversations and transcripts
• Ability to follow operational processes consistently
• Strong problem-solving mindset
• Comfortable working independently during overnight operational hours
• Experience with AI prompting, chatbot optimization, customer support, QA, or conversational AI preferred
• Familiarity with CRM systems, call center workflows, or automation tools is a plus

Success Metrics

• Faster AI optimization turnaround times
• Improved AI response quality and conversation accuracy
• Reduced customer escalation rates
• Well-organized optimization reports and documentation
• High QA approval rates from U.S.-based leadership teams
• Faster implementation of customer-requested updates

3.53.5 out of 5 stars Remote $100,000 - $150,000 a year - Full-time, Pulled from the full job description

• Referral program
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance