AI Prompt Engineer

Job Title: AI Prompt Engineer

Job Type: Contract

Location: Windsor — Hybrid 1 day a week

Duration: 6 month

The AI Prompt Engineer is a hands‑on specialist responsible for designing, testing, deploying, and optimizing 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.

Responsibilities

• Design and iterate prompts for IVR, voice bots, chatbots, and messaging channel
• 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 platform
• Partner with CX, Product, Engineering, and SMEs to translate journeys into AI behavior
• Monitor production performance using analytics and continuously optimise outcome
• Manage prompt versioning, approvals, and release processes across environment
• Support UAT, go‑live, and early‑life support phase
• Contribute reusable prompt patterns, playbooks, and accelerator

Essential skills/knowledge/experience

• Strong hands‑on experience in LLM prompt engineering for production systems
• Experience with conversational AI for customer service (voice & chat)
• Knowledge of agentic AI design patterns and orchestration
• Experience with RAG, grounding techniques, and prompt evaluation
• Understanding of Responsible AI, security, and compliance controls
• Familiarity with Git, CI/CD concepts, and release governance
• Strong stakeholder communication skills

Desirable skills/knowledge/experience

• Voice AI / IVA / IVR modernization experience
• Experience in regulated industries (utilities, BFSI, public sector). Exposure to contact‑centre metrics such as containment, deflection, CSAT.

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