Voice Experience Designer, Agentic Voice
Job description
About the role
You own the voices, personalities, and interactions that make an AI agent feel intuitive, empathetic, and human across every Dialpad solution. You define the agentic voice experience end to end, ensuring that design intent is preserved as the platform scales and as agents hand off between automated and human interactions. You partner with Speech engineering to translate behavioral and emotional design into production-ready prompts, standards, and quality guardrails. Your work directly influences how customers experience resolution in real time, whether they are speaking with a virtual agent or being routed to a human. You are responsible for maintaining persona consistency, tone accuracy, and perceived latency across all verticals and use cases. This role sits at the intersection of voice design, behavioral psychology, and prompt engineering, shaping how agentic AI decides to act rather than simply respond. You will measure the impact of your designs against resolution, containment, and sentiment, and iterate based on observed outcomes in the field.
Key facts
What you'll do
- 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.
- Collaborate closely with Speech engineering and product teams to ensure that voice standards are implementable, scalable, and aligned with platform capabilities.
- Evaluate agent interactions through data and user feedback, refining persona and prompt logic to improve resolution and perceived empathy over time.
- Contribute to the broader voice design system, creating reusable patterns, canonical examples, and documentation for cross-team alignment.
- Champion best practices around agentic AI ethics, clarity of bot identity, and transparent handoff to maintain trust with end users.
Requirements
- Experience: 5+ years shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
- Education: Bachelor's in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
- Prompt fluency: Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration - knowing how design choices alter model outputs without relying on code.
- TTS literacy: Working fluency with TTS controls (voice selection, prosodic control) sufficient to set platform standards - the Speech team implements them.
- Portfolio: An exceptional portfolio highlighting voice systems, written persona standards, and interactive logic rather than static flow diagrams.
- Taste: Strong taste and an ear for dialogue - the ability to articulate a character on a page and translate it into consistent AI behavior under pressure.
- Bonus: Experience in regulated, high-stakes verticals (e.g. healthcare, financial services, legal) is a strong plus.
- You are comfortable operating in a fast-moving, product-driven environment where AI capabilities evolve rapidly.
- You communicate clearly and persuasively with both design and engineering stakeholders.
- You are comfortable defining standards that will be implemented at scale and enforced across distributed teams.
Nice to have
- Experience in regulated, high-stakes verticals (e.g. healthcare, financial services, legal) is a strong plus.
Practical notes
This role is based in our San Ramon office.
About the role
You own the voices, personalities, and interactions that make an AI agent feel intuitive, empathetic, and human across every Dialpad solution. You define the agentic voice experience end to end, ensuring that design intent is preserved as the platform scales and as agents hand off between automated and human interactions. You partner with Speech engineering to translate behavioral and emotional design into production-ready prompts, standards, and quality guardrails. Your work directly influences how customers experience resolution in real time, whether they are speaking with a virtual agent or being routed to a human. You are responsible for maintaining persona consistency, tone accuracy, and perceived latency across all verticals and use cases. This role sits at the intersection of voice design, behavioral psychology, and prompt engineering, shaping how agentic AI decides to act rather than simply respond. You will measure the impact of your designs against resolution, containment, and sentiment, and iterate based on observed outcomes in the field.
Key facts
What you'll do
- 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.
- Collaborate closely with Speech engineering and product teams to ensure that voice standards are implementable, scalable, and aligned with platform capabilities.
- Evaluate agent interactions through data and user feedback, refining persona and prompt logic to improve resolution and perceived empathy over time.
- Contribute to the broader voice design system, creating reusable patterns, canonical examples, and documentation for cross-team alignment.
- Champion best practices around agentic AI ethics, clarity of bot identity, and transparent handoff to maintain trust with end users.
Requirements
- Experience: 5+ years shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
- Education: Bachelor's in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
- Prompt fluency: Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration - knowing how design choices alter model outputs without relying on code.
- TTS literacy: Working fluency with TTS controls (voice selection, prosodic control) sufficient to set platform standards - the Speech team implements them.
- Portfolio: An exceptional portfolio highlighting voice systems, written persona standards, and interactive logic rather than static flow diagrams.
- Taste: Strong taste and an ear for dialogue - the ability to articulate a character on a page and translate it into consistent AI behavior under pressure.
- Bonus: Experience in regulated, high-stakes verticals (e.g. healthcare, financial services, legal) is a strong plus.
- You are comfortable operating in a fast-moving, product-driven environment where AI capabilities evolve rapidly.
- You communicate clearly and persuasively with both design and engineering stakeholders.
- You are comfortable defining standards that will be implemented at scale and enforced across distributed teams.
Nice to have
- Experience in regulated, high-stakes verticals (e.g. healthcare, financial services, legal) is a strong plus.
Practical notes
This role is based in our San Ramon office.