Job Title: AI Prompt Engineer
Job Type: Contract
Location: Windsor — Hybrid 1 day a week
Duration: 6 month
sThe Rol
eThe AI Prompt Engineer is a hands-on specialist responsible for designing, testing, deploying, and optimizing prompts and agentic workflows for multi-channel customer service AI solutions. The role blends conversational design, LLM prompt engineering, evaluation discipline, and production-grade governanc
e
Your responsibilities
: Design and iterate prompts for IVR, voice bots, chatbots, and messaging channel
s.Build agentic AI workflows using tool calling, orchestration, and multi-step reasonin
g.Define and maintain prompt evaluation frameworks, regression test suites, and quality metric
s.Implement guardrails for safety, compliance, PII handling, and hallucination reductio
n.Integrate AI prompts with CRM, knowledge bases, billing, and contact-centre platform
s.Partner with CX, Product, Engineering, and SMEs to translate journeys into AI behaviou
r.Monitor production performance using analytics and continuously optimise outcome
s.Manage prompt versioning, approvals, and release processes across environment
s.Support UAT, go-live, and early-life support phase
s.Contribute reusable prompt patterns, playbooks, and accelerator
s.Your Profi
le
Essential skills/knowledge/experience: (Up to 10, Avoid repetiti
- on)Strong hands-on experience in LLM prompt engineering for production syste
- ms.Experience with conversational AI for customer service (voice & cha
- t).Knowledge of agentic AI design patterns and orchestrati
on.
Experience with RAG, grounding techniques, and prompt evaluat
- ion.Understanding of Responsible AI, security, and compliance contr
- ols.Familiarity with Git, CI/CD concepts, and release governa
- nce.Strong stakeholder communication ski
lls.
Desirable skills/knowledge/experience: (As applic
- able)Voice AI / IVA / IVR modernisation experi
ence.
Experience in regulated industries (utilities, BFSI, public se
- ctor).Exposure to contact-centre metrics such as containment, deflection,
CSAT.
