We are looking for a Senior AI Prompt Engineer who will own the design, development, and optimization of AI Agent experiences built on the Zowie AI platform. You will engineer the prompts, system instructions, guardrails, and multi-turn conversational flows that power our customer-facing AI Agents across chat and email-automation channels.
This is not a surface-level content role - you will operate at the intersection of language, logic, and AI behavior, shaping how our agents reason, respond, escalate, and self-correct. As part of the Digital & AI team, you will collaborate closely with Product, Engineering, AI/ML, Analysts, CX, Operations, and Localization teams to deliver intelligent, scalable, and trustworthy conversational solutions.
What you'll do:
Design, write, and optimize AI-driven conversational experiences, including system prompts, guardrails, tool-use instructions, and multi-turn flows across chatbot and email-automation channels.
Engineer and maintain reusable prompt frameworks, templates, and conversation patterns that ensure consistency in tone, safety, domain accuracy, and localization across markets on multiple channels such as AI Chat, Ai email bot, AI Voice bot.
Define and refine AI Agent behavior across user scenarios, edge cases, error states, escalation paths, and regulatory/compliance requirements.
Own end-to-end conversational journeys - from problem discovery and use-case research through design, prompt engineering, testing, deployment, and iterative optimization.
Build and maintain prompt evaluation pipelines - designing test cases, scoring rubrics, and regression tests to systematically measure prompt quality, hallucination rates, and task-completion accuracy.
Monitor, analyze, and improve AI Agent performance using analytics dashboards, QA outputs, hallucination findings, user feedback, and operational metrics; translate insights into concrete prompt improvements.
Collaborate cross-functional with Product, Engineering, AI/ML, CX, and Operations teams to identify high-impact use cases, define agent capabilities, and deliver scalable solutions.
Contribute to internal prompt engineering guidelines, conversational design systems, and AI best practices - helping establish our standards for responsible, effective AI Agent deployment.
Stay current with advancements in LLMs, agentic AI patterns, prompt optimization strategies, and conversational AI tooling; bring relevant innovations into the teams workflow.