Forward Deployed Agent Designer - Agentic Voice

About the role

This role is responsible for ensuring the quality of live voice experiences for deployed AI agents across both digital interactions and phone calls. The role involves working directly with strategic customers and internal cross-functional teams to tune how AI agents speak, respond, and perform in production.

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.
• An 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.