Agent Experience Designer - Agentic Voice

About the Company

Dialpad is an AI-driven business communications platform that integrates calling, messaging, meetings, and contact center functionalities into a unified system. Over 70,000 customers globally, including WeWork, Asana, NASDAQ, and Uber, depend on Dialpad's real-time AI insights to enhance customer relationships. Dialpad is pioneering Agentic AI technology—autonomous agents that not only interpret conversations but also execute tasks to resolve customer issues and accelerate revenue instantly, as part of its DAART initiative (Dialpad Agentic AI in Real Time).

Role Overview

As an Agent Experience Designer specializing in Agentic Voice, you will craft the voices, personalities, and interactions that enable AI agents to feel natural, empathetic, and human-like. You will be accountable for the entire voice experience of the AI agent focused on resolution rather than simple response, collaborating closely with AI engineers to develop prompt-based model behavior and centralized persona systems. This role reports to the VP of AI Products and is based in San Ramon, California.

Key Responsibilities

• Develop and maintain the consistent global voice, personality, and character of the AI agent across all business sectors.
• Design seamless handoff processes with complete context preservation during transitions from agent to human operators.
• Define and uphold platform-wide quality standards focusing on consistency, fluency, latency, and connect these metrics directly to business outcomes such as issue resolution and customer sentiment.
• Create and establish voice parameters including pacing, prosody, and emphasis to set standards used by team members customizing brand-specific voice experiences.
• Collaborate with AI engineering teams to manage behavior orchestration, escalation triggers, confirmation protocols, and fail-safe recovery workflows using sophisticated prompt strategies rather than fixed dialogue trees.
• Research and incorporate behavioral and emotional design principles ensuring the agent effectively modulates tone and interaction style across varied user emotional states, including high-stress scenarios.

Required Qualifications and Skills

• Minimum of 5 years designing voice user interfaces, character-driven dialogue, conversational systems, or agentic AI environments.
• Bachelor’s degree in Linguistics, Communication, Psychology, Design, or related fields, or equivalent practical experience.
• Expertise with large language model-based agent behavior, prompt engineering, and orchestration without reliance on programming code.
• Proficiency in Text-to-Speech technologies including voice selection, Speech Synthesis Markup Language (SSML) tuning, pacing, and emphasis to establish platform standards.
• Strong portfolio showcasing voice systems, persona documentation, and interactive logic beyond static flowcharts.
• Experience working within regulated industries such as healthcare, finance, or legal is highly advantageous.
• Excellent communication skills, with the ability to design compelling conversational characters consistent under challenging conditions.

Compensation Details

The anticipated base salary range for candidates in California is between $147,000 and $186,000 USD annually. This range reflects position role, level, and location, and individual pay depends on factors including skills, experience, and education. Additional compensation such as bonuses, equity, and benefits are not included in this base salary figure.

Why Work Here

• Join a key player in transforming business communications through AI innovation.
• Contribute to cutting-edge agentic AI products revolutionizing business operations.
• Work in an environment where AI enhances employee productivity and impact.
• Benefit from competitive pay, comprehensive benefits, and career advancement opportunities.

Culture and Inclusion

Dialpad values curiosity, resilience, optimism, empathy, and a scrappy work ethic. The company is committed to fostering an inclusive workplace free from discrimination or harassment and encourages applicants who bring ambition and fundamental traits even if they do not meet every qualification perfectly.