Call Center Engineer Jobs in Austin, TX (NOW HIRING)

As an Forward Deployed Agent Designer - Agentic Voice, you'll own the quality of the live voice experience for deployed AI agents across both digital interactions and phone calls. This role is responsible for making sure our agents sound consistent, fluent, and fast enough to earn trust in real customer conversations while reflecting the right personality for each customer's brand.

You will work directly with strategic customers and internal cross-functional teams to tune how AI agents speak, respond, and perform in production across both digital voice experiences and live phone conversations. You will partner with customers to define the personality their brand should express through the agent, then translate that into voice, tone, persona, and conversational behavior that feels natural, credible, and on-brand. You will improve voice quality across the dimensions that matter most in live deployments: consistency, fluency, latency, turn-taking, and conversational confidence. You will analyze production interactions, tune agent behavior, refine persona and voice outputs, and help turn early deployments into repeatable, high-quality voice experiences at scale.

This is a customer-facing, highly iterative role for someone who can combine conversational instinct, technical fluency, and operational judgment to improve AI voice agents in real-world conditions. This role is a key member of our Services team. Work can be done in a hybrid environment, or remote, depending on the candidate's location. Customer travel will be done, as needed.

• Own voice quality outcomes for assigned AI voice agent deployments from implementation through production readiness and early live optimization.
• Partner directly with customers to understand target workflows, user expectations, brand voice, escalation needs, and success criteria, then translate those into agent behavior and spoken interaction design.
• Tune AI agents by selecting and refining voices, personas, phrasing, pronunciation, pacing, text normalization, and spoken interaction patterns.
• Improve consistency, fluency, and latency across live interactions, with explicit attention to turn-taking, dead air reduction, prosody, and conversational naturalness.
• Analyze live conversations and quality signals to identify failure modes, unnatural phrasing, mispronunciations, hesitation patterns, tool-call friction, or trust-breaking behaviors.
• Define and apply quality standards for consistency, fluency, and latency (CFL), resolution, containment, and production-readiness in partnership with delivery, product, and engineering teams.
• Rapidly iterate agent behavior based on testing, live-call analysis, and customer feedback to improve voice performance in production.
• Collaborate with Product, Engineering, and Agent Experience Design teams to translate deployment learnings into reusable improvements for the platform and future customers.
• Help establish the quality bar for voice agents across strategic deployments and the broader agentic motion, especially where spoken experience quality determines whether customers trust the product enough to expand.

• Experience in a customer-facing role improving conversational AI, voice agents, speech products, or AI-enabled voice experiences in production
• Strong understanding of conversational AI, LLM behavior, agent tuning, and production agent quality issues.
• Experience voice prompting, prosody control, Speech Synthesis Markup Language (SSML) or similar and text normalization / pronunciation prompting
• Strong written and spoken language instincts, with the ability to make AI responses sound natural, clear, consistent, and on-brand.
• Analytical ability to diagnose quality issues using metrics, transcripts, traces, and live call examples.
• Strong customer consulting skills and comfort operating in ambiguous, fast-moving deployment environments.
• Experience tuning voice bots, contact-center AI, or speech systems in high-stakes customer environments.
• Familiarity with latency analysis, turn-taking behavior, or speech-quality tradeoffs in chained versus real-time voice systems.
• Experience working with regulated or high-complexity customer environments such as healthcare, financial services, or legal.
• Ability to influence product and engineering roadmaps through structured field feedback.