Forward Deployed Agent Designer - Agentic Voice
About the role
This role is part of the Services team at Dialpad, a leading AI platform for customer experience. The role involves owning the quality of the live voice experience for deployed AI agents across both digital interactions and phone calls.
Responsibilities
- Own voice quality outcomes for assigned AI voice agent deployments from implementation through production readiness and early live optimization.
- Partner directly with customers to understand target workflows, user expectations, brand voice, escalation needs, and success criteria, then translate those into agent behavior and spoken interaction design.
- Tune AI agents by selecting and refining voices, personas, phrasing, pronunciation, pacing, text normalization, and spoken interaction patterns.
- Improve consistency, fluency, and latency across live interactions, with explicit attention to turn-taking, dead air reduction, prosody, and conversational naturalness.
- Analyze live conversations and quality signals to identify failure modes, unnatural phrasing, mispronunciations, hesitation patterns, tool-call friction, or trust-breaking behaviors.
- Define and apply quality standards for consistency, fluency, and latency (CFL), resolution, containment, and production-readiness in partnership with delivery, product, and engineering teams.
- Rapidly iterate agent behavior based on testing, live-call analysis, and customer feedback to improve voice performance in production.
- Collaborate with Product, Engineering, and Agent Experience Design teams to translate deployment learnings into reusable improvements for the platform and future customers.
- Help establish the quality bar for voice agents across strategic deployments and the broader agentic motion, especially where spoken experience quality determines whether customers trust the product enough to expand.
Requirements
Experience in a customer-facing role improving conversational AI, voice agents, speech products, or AI-enabled voice experiences in production.
A strong understanding of conversational AI, LLM behavior, agent tuning, and production agent quality issues.
Experience with voice prompting, prosody control, Speech Synthesis Markup Language (SSML) or similar and text normalization / pronunciation prompting.
Able to make AI responses sound natural, clear, consistent, and on-brand.
Analytical ability to diagnose quality issues using metrics, transcripts, traces, and live call examples.
Strong customer consulting skills and comfort operating in ambiguous, fast-moving deployment environments.
Experience tuning voice bots, contact-center AI, or speech systems in high-stakes customer environments.
Familiarity with latency analysis, turn-taking behavior, or speech-quality tradeoffs in chained versus real-time voice systems.
Experience working with regulated or high-complexity customer environments such as healthcare, financial services, or legal.
Ability to influence product and engineering roadmaps through structured field feedback.
Qualifications
Experience in a customer-facing role improving conversational AI, voice agents, speech products, or AI-enabled voice experiences in production.
A strong understanding of conversational AI, LLM behavior, agent tuning, and production agent quality issues.
Experience with voice prompting, prosody control, Speech Synthesis Markup Language (SSML) or similar and text normalization / pronunciation prompting.
Able to make AI responses sound natural, clear, consistent, and on-brand.
Analytical ability to diagnose quality issues using metrics, transcripts, traces, and live call examples.
Strong customer consulting skills and comfort operating in ambiguous, fast-moving deployment environments.
Experience tuning voice bots, contact-center AI, or speech systems in high-stakes customer environments.
Familiarity with latency analysis, turn-taking behavior, or speech-quality tradeoffs in chained versus real-time voice systems.
Experience working with regulated or high-complexity customer environments such as healthcare, financial services, or legal.
Ability to influence product and engineering roadmaps through structured field feedback.
Skills
- Experience in a customer-facing role improving conversational AI, voice agents, speech products, or AI-enabled voice experiences in production.
- A strong understanding of conversational AI, LLM behavior, agent tuning, and production agent quality issues.
- Experience with voice prompting, prosody control, Speech Synthesis Markup Language (SSML) or similar and text normalization / pronunciation prompting.
- Able to make AI responses sound natural, clear, consistent, and on-brand.
- Analytical ability to diagnose quality issues using metrics, transcripts, traces, and live call examples.
- Strong customer consulting skills and comfort operating in ambiguous, fast-moving deployment environments.
- Experience tuning voice bots, contact-center AI, or speech systems in high-stakes customer environments.
- Familiarity with latency analysis, turn-taking behavior, or speech-quality tradeoffs in chained versus real-time voice systems.
- Experience working with regulated or high-complexity customer environments such as healthcare, financial services, or legal.
- Ability to influence product and engineering roadmaps through structured field feedback.
Benefits
Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential.
The company has designed its offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection.
Dialpad is an equal-opportunity employer committed to creating a community of inclusion and an environment free from discrimination or harassment.
Pay
Competitive salary, comprehensive benefits, and real opportunities for growth.
Schedule
Work can be done in a hybrid environment, or remote, depending on the candidate’s location. Customer travel will be done, as needed.