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About the Role

As a Forward Deployed Agent Designer - Agentic Voice, you will own the quality of the live voice experience for deployed AI agents across both digital interactions and phone calls. This role ensures AI agents sound consistent, fluent, and fast enough to earn trust in real customer conversations while reflecting the right personality for each customer’s brand. You will work 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.
Strong understanding of conversational AI, LLM behavior, agent tuning, and production agent quality issues.
Experience voice prompting, prosody control, Speech Synthesis Markup Language (SSML) or similar and text normalization / pronunciation prompting.
Strong written and spoken language instincts, with the ability 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

Conversational AI
LLM behavior
Agent tuning
Production agent quality issues
Voice prompting
Prosody control
Speech Synthesis Markup Language (SSML)
Text normalization
Pronunciation prompting
Written and spoken language instincts
Analytical ability
Customer consulting skills
Voice bot tuning
Contact-center AI
Speech systems tuning
Latency analysis
Turn-taking behavior
Speech-quality tradeoffs
Product and engineering roadmap influence

Location

Remote
Hybrid

Work Type

Hybrid
Remote

Experience Level

Forward Deployed Agent Designer - Agentic Voice

Benefits

Competitive salary
Comprehensive benefits
Real opportunities for growth
Cutting-edge AI tools
Robust training program

About the Company

Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital.
Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.
Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.
Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.
Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad.
Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.
At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day.
We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.
We believe every conversation matters.
We look for people who are intensely curious and hold themselves to a high bar.
Our ambition is significant, and achieving it requires a team that operates at the highest level.
We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
Work at the center of the AI transformation in business communications.
Build and ship agentic AI products that are redefining how companies operate.
Join a team where AI amplifies every employee’s impact.
We believe in investing in our people.
We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection.
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.

Equal Opportunity

Dialpad is an equal-opportunity employer.
We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.