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Role Description

Velo is redefining how entrepreneurs interact with ZenBusiness through intelligent, conversational experiences. As the Conversational AI & Prompt Engineer, you will craft the voice, reasoning, and effectiveness of Velo, ensuring every interaction is clear, trustworthy, and results-driven.

• Blending conversational design mastery with advanced LLM optimization
• Evolve prompts, dialogue flows, and decision logic to deliver seamless, high-quality AI experiences
• Continuously raise the bar on accuracy, efficiency, and customer satisfaction through rapid experimentation and data-driven iteration
• Directly influence how AI accelerates business growth for the next generation of founders
• Reports to the Senior Director of Growth & AI
• This is a fully remote role

Responsibilities

• Analytics & Optimization:
  • Analyze conversation transcripts and user feedback to identify areas of confusion, failure, and prompt leakage
  • Work with the Customer Impact Team Product Lead to define and track conversational KPIs (e.g., resolution rate, containment rate, user satisfaction)
  • Optimize prompts and model selection for cost efficiency, response latency, and scalability in production environments
• Quality Input:
  • Collaborate with the engineers to improve conversation-specific evaluation criteria (e.g., NLU accuracy, intent recognition)
  • Design and maintain evaluation frameworks to measure prompt performance using golden datasets and automated scoring (e.g., LLM-as-judge, rubric-based scoring, precision/recall of intent routing)
  • Implement guardrails to reduce hallucinations, prevent prompt injection, and ensure compliant, safe responses
• Dialogue Design & Prompt Engineering:
  • Collaborate on design, map, and implement complex conversation flows, including error recovery and contextual handoffs (escalation to human support)
  • Own the continuous optimization of system prompts and instructions for LLMs (Gemini, OpenAI) to ensure Velo's response is accurate, tone is consistent, and on-brand
  • Design and optimize structured outputs, function calling, and tool-routing logic to ensure accurate data capture and downstream system integrations

Qualifications

• 5+ years with 2+ years in Conversational AI, Applied LLM Engineering, Prompt Engineering, or NLP systems in production environments
• Deep experience designing and optimizing prompts for GPT, Gemini, or similar models, including structured outputs and function calling
• Practical experience designing and tuning RAG pipelines (chunking, embeddings, retrieval evaluation)
• Experience building evaluation datasets and running prompt experiments (A/B testing, automated scoring, regression testing)
• Proficiency in Python or TypeScript; experience integrating LLM APIs in production systems
• Ability to analyze conversational performance using data and logs to drive measurable improvements
• Strong systems thinking, empathy for users, and ability to translate business logic into scalable AI behavior
• Experience with Agentic Systems: Similar to Decagon, Agentforce, Fin, Sierra

Benefits

• Medical, vision, dental, disability, and life insurance
• Parental and military leave
• Employee assistance program
• 401k + match
• Annual bonus
• Pet insurance
• RSUs
• Paid parking* and 10 paid holidays

Diversity, Equity and Inclusion

We believe in diversity, equity & inclusion. At ZenBusiness, every voice counts no matter your race, ethnicity, gender, sexual orientation, age, location, or background. We celebrate the diversity of our teams, knowing that our products, services, and customers thrive best when we lean into and celebrate our differences.