Conversation AI Engineer

About this role

We are looking for a Conversation AI Specialist who builds agentic, process-aligned dialogue systems — not scripted chatbots. You will build the conversational intelligence layer of our advisor efficiency platform. It includes timely orchestration, intent reasoning, and LLM-powered assist systems that help advisors during complex customer interactions across chat, phone, and ecommerce. You will own the full conversation stack, from utterance to action.

## Key Responsibilities

• **Agentic Conversation Design:** Architect and build the conversational layer of our prompt-based agentic platform — including intent detection, dialogue orchestration, and multi-step reasoning flows aligned to advisor workflows.

• **LLM Integration & Prompt Engineering:** Design and maintain the prompt architecture that drives advisor-assist features — including context injection, tool-calling patterns, guardrails, and output validation.

• **Advisor Assist Systems:** Build real-time AI tools that surface relevant knowledge, suggest responses, and guide advisors through commerce, subscription, and support interactions.

• **Process Mapping:** Work with operations and product teams to deeply understand advisor business processes, then translate that understanding into conversation system design.

• **Evaluation & Quality:** Define conversation quality metrics, build evaluation datasets from real interaction logs, and operate a continuous improvement loop for deployed systems.

• **Probabilistic Fallback Design:** Design graceful degradation patterns — ensuring the system handles low-confidence states, ambiguous intents, and out-of-scope inputs without advisor disruption.

• **Cross-platform Delivery:** Integrate conversational AI features throughout chat, phone, and ecommerce advisor surfaces — maintaining coherent behavior across channels.

Attitude & Approach We're Hiring For

Beyond technical skills, we are specifically hiring for three attitude shifts that define success in thi...