Job Description
Summary Local Hero is seeking a Prompt Engineer to design, test, and optimize prompts for their next-generation Voice AI agents. This role will involve translating human conversation strategies into high-performing AI prompts to enhance caller experience and engagement. Responsibilities • Translate call scripts, business rules, and conversational strategies into structured prompts for voice AI agents • Design prompts that guide natural, human-like conversations while maintaining control, compliance, and business objectives • Partner with Manager of Performance Call Systems to understand intent, tone, objection handling, and conversion tactics • Convert qualitative guidance into precise, testable prompt logic • Continuously test prompts in real-world call scenarios • Analyze call transcripts, outcomes, and performance metrics to refine prompts • Iterate quickly to improve performance (e.g., connection rates, transfer rates, call duration, caller satisfaction) • Improve how agents: Ask qualifying questions, Handle objections, Transition between conversation stages, Manage edge cases and unexpected responses • Identify limitations where desired agent behavior cannot be achieved through prompt design alone • Work closely with Product and Engineering teams to: Define requirements for system-level enhancements (e.g., memory, state handling, integrations, orchestration logic), Improve agent capabilities beyond prompt-layer control, Ensure alignment between prompt logic and underlying platform behavior • Act as a key stakeholder in shaping the evolution of the voice AI platform based on real-world conversational gaps • Maintain clear documentation of prompt structures, patterns, and best practices • Help build a scalable prompt library for different use cases, verticals, and states Skills • 2+ years experience in an AI Engineering role working with LLMs / AI systems (e.g., GPT-based models, voice AI platforms, or similar) • A minimum of 1 year experience in prompt engineering with voice AI platforms (Ultravox, Twilio, VAPI, etc.) • Bachelor's degree (minimum) in a related field of study • Excellent written communication skills with strong attention to tone, clarity, and intent • Strong ability to translate business requirements into structured logic or instructions • Experience with conversation design, scripting, or chatbot/voice agent development • Analytical mindset with the ability to interpret data and iterate quickly • Highly analytical, systems-oriented thinker • Comfortable working closely with product, data, and engineering teams • Background in call center operations, sales scripting, or lead generation • Familiarity with A/B testing frameworks and experimentation • Basic understanding of APIs, JSON structures, or prompt templating systems • Experience working with transcript analysis or conversational analytics Qualifications Must Haves • 2+ years experience in an AI Engineering role working with LLMs / AI systems (e.g., GPT-based models, voice AI platforms, or similar) • A minimum of 1 year experience in prompt engineering with voice AI platforms (Ultravox, Twilio, VAPI, etc.) • Bachelor's degree (minimum) in a related field of study • Excellent written communication skills with strong attention to tone, clarity, and intent • Strong ability to translate business requirements into structured logic or instructions • Experience with conversation design, scripting, or chatbot/voice agent development • Analytical mindset with the ability to interpret data and iterate quickly • Highly analytical, systems-oriented thinker • Comfortable working closely with product, data, and engineering teams Nice to Haves • Background in call center operations, sales scripting, or lead generation • Familiarity with A/B testing frameworks and experimentation • Basic understanding of APIs, JSON structures, or prompt templating systems • Experience working with transcript analysis or conversational analytics Benefits • Remote work available with the possibility of onsite or hybrid if in commuting distance of our Boulder, CO office • Time off is as important as hard work! Salaried employees are on a Flex PTO plan • Generous holidays including a reduced schedule between Christmas and New Year’s • We make sure our team is well cared for with strong health plans - We even cover our employees' dental and vision premiums • Access to Flexible Spending Accounts Plan • Matching traditional and Roth 401k • Employee Assistance Program • Supplemental tenure-based leave: self-care and family first • Life Insurance • Legal Assistance plan • Pet Insurance discount through the ASPCA • A killer culture with team members who have your back! • In-person and virtual connection points for culture building and team members who have your back!