Agent Experience Designer, Agentic Voice

About the role

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

Responsibilities

• Own the agent's global voice, character, and personality, maintaining personal consistency across every vertical we ship.
• Own the standard handoff patterns and design systems, ensuring seamless transitions where context is fully preserved when an agent passes a caller to a human.
• Own the universal platform quality bar, defining and measuring Consistency, Fluency, and Latency (CFL) and tying personal decisions directly to core metrics like resolution, containment, and sentiment.
• Partner with AI engineers to orchestrate behavior, escalation instincts, confirmation patterns, and graceful recovery workflows using advanced prompting rather than rigid dialogue trees.
• Research and design for distinct behavioral and emotional user states, ensuring the agent adapts seamlessly whether interacting with a patient disputing a bill or a dispatcher tracing a late delivery.

Requirements

• Experience: 5+ years of dedicated experience shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
• Bachelor's degree in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
• Demonstrated experience shaping voice user interfaces (VUI), character writing, or complex conversational/agentic systems.
• Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration (knowing how design choices alter model outputs without relying on code).
• Fluency with Text-to-Speech (TTS) controls, including voice selection, SSML tuning, pacing, and emphasis to set broad platform standards.
• An exceptional portfolio that highlights voice systems, written persona standards, and interactive logic rather than just static flow diagrams.
• Experience in regulated, high-stakes verticals (e.g., healthcare, financial services, legal) is a strong plus.
• A 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.

Qualifications

• Experience: 5+ years of dedicated experience shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
• Bachelor's degree in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
• Demonstrated experience shaping voice user interfaces (VUI), character writing, or complex conversational/agentic systems.
• Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration (knowing how design choices alter model outputs without relying on code).
• Fluency with Text-to-Speech (TTS) controls, including voice selection, SSML tuning, pacing, and emphasis to set broad platform standards.
• An exceptional portfolio that highlights voice systems, written persona standards, and interactive logic rather than just static flow diagrams.
• Experience in regulated, high-stakes verticals (e.g., healthcare, financial services, legal) is a strong plus.
• A 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.

Skills

• Experience: 5+ years of dedicated experience shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
• Bachelor's degree in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
• Demonstrated experience shaping voice user interfaces (VUI), character writing, or complex conversational/agentic systems.
• Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration (knowing how design choices alter model outputs without relying on code).
• Fluency with Text-to-Speech (TTS) controls, including voice selection, SSML tuning, pacing, and emphasis to set broad platform standards.
• An exceptional portfolio that highlights voice systems, written persona standards, and interactive logic rather than just static flow diagrams.
• Experience in regulated, high-stakes verticals (e.g., healthcare, financial services, legal) is a strong plus.
• A 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.

Benefits

Our benefits package includes competitive salary, comprehensive benefits, and real opportunities for growth. We offer a robust training program that helps you reach your full potential. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Pay

The target base salary range for this position is $147,000—$186,000 USD. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Schedule

This position has the opportunity to be based in our San Ramon, US office.