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Latitude is hiring an AI Prompt Engineer to design, test, deploy, and optimize prompts and agentic workflows for multi-channel customer service AI solutions. This role bridges conversational design, LLM prompt engineering, evaluation discipline, and production-grade governance.
Key Responsibilities:
- Design and iterate prompts for IVR, voice bots, chatbots, and messaging channels
- Build agentic AI workflows using tool calling, orchestration, and multi-step reasoning
- Define and maintain prompt evaluation frameworks, regression test suites, and quality metrics
- Implement guardrails for safety, compliance, PII handling, and hallucination reduction
- Integrate AI prompts with CRM, knowledge bases, billing, and contact-centre platforms
- Partner with CX, Product, Engineering, and SMEs to translate customer journeys into AI behavior
- Monitor production performance using analytics and continuously optimize outcomes
- Manage prompt versioning, approvals, and release processes across environments
- Support UAT, go-live, and early-life support phases
- Contribute reusable prompt patterns, playbooks, and accelerators
Requirements:
Essential:
- Strong hands-on experience in LLM prompt engineering for production systems
- Experience with conversational AI for customer service (voice and chat)
- Knowledge of agentic AI design patterns and orchestration
- Experience with RAG, grounding techniques, and prompt evaluation
- Understanding of Responsible AI, security, and compliance controls
- Familiarity with Git, CI/CD concepts, and release governance
- Strong stakeholder communication skills
Desirable:
- Voice AI / IVA / IVR modernization experience
- Experience in regulated industries (utilities, BFSI, public sector)
- Exposure to contact-centre metrics such as containment, deflection, CSAT
