Dialpad
Voice Experience Designer, Agentic Voice
San Ramon, US
Sponsorship not specified$147k-$186kDetected 4 days ago
LLMsAgentic AIResearchCommunication
About the role
- We're going all-in on agentic AI under one core idea: stop answering, start resolving.
- This position has the opportunity to be based in our San Ramon, US office.
Responsibilities
- 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.
- 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.
Requirements
- Bachelor's in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
- 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
- About Dialpad
- Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital.
- Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.
- Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.
- Being a Dialer
- At Dialpad, AI isn't just a feature; it's how our teams do their best work every day.
- Skills you'll bring
Compensation
- For exceptional talent based in California, the target base salary range for this position is posted below.
Benefits
- Education: Bachelor's in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
- Bonus: Experience in regulated, high-stakes verticals (e.g. healthcare, financial services, legal) is a strong plus.
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