AI Prompt Engineer for Customer Service & Orchestration

Moonfire; Windsor; Vor Ort; GBP 65.000 - 90.000; Vollzeit

Zusammenfassung

Moonfire is seeking an AI Prompt Engineer to design, test, deploy and optimise 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.

You will design prompts for IVR, chatbots, and messaging; build agentic workflows with tool calling and multi‑step reasoning; implement guardrails for safety and compliance, and integrate prompts with CRM and knowledge

Qualifikationen

• Hands-on experience in LLM prompt engineering for production systems.
• 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.

Aufgaben

• 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.

Kenntnisse

Prompt engineering

Conversational AI

Agentic design

RAG grounding

Responsible AI

CI/CD basics

Stakeholder comms

Jobbeschreibung

Moonfire is seeking an AI Prompt Engineer to design, test, deploy and optimise 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.

You will design prompts for IVR, chatbots, and messaging; build agentic workflows with tool calling and multi‑step reasoning; implement guardrails for safety and compliance, and integrate prompts with CRM and knowledge