AI Prompt Engineer
Summary: The AI Prompt Engineer is a contract position based in Windsor, requiring a hybrid working arrangement of one day a week in the office. The role involves designing, testing, deploying, and optimizing prompts and workflows for AI solutions in customer service, focusing on conversational design and production-grade governance. Candidates should possess strong experience in LLM prompt engineering and conversational AI, along with excellent stakeholder communication skills. The position is set for a duration of six months and emphasizes collaboration with various teams to enhance AI behavior and performance. Essential skills include knowledge of agentic AI design patterns, responsible AI practices, and familiarity with Git and CI/CD concepts.
Job Title: AI Prompt Engineer
Job Type: Contract
Location: Windsor — Hybrid 1 day a week
Duration: 6 months
The Role
The 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 governance.
Your 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 journeys into AI behaviour.
- Monitor production performance using analytics and continuously optimise 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.
Your Profile
Essential skills/knowledge/experience: (Up to 10, Avoid repetition)
- Strong hands-on experience in LLM prompt engineering for production systems.
- Experience with conversational AI for customer service (voice & 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 skills/knowledge/experience: (As applicable)
- Voice AI / IVA / IVR modernisation experience.
- Experience in regulated industries (utilities, BFSI, public sector).
- Exposure to contact-centre metrics such as containment, deflection, CSAT.
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