Conversational AI & Prompt Engineer

Who We Are We started our company to help others launch and run their own businesses, at any stage. The way we help is by keeping it simple and supporting entrepreneurs one step at a time. Put simply: our mission is to enable anyone to start, run, and grow their business while avoiding the common pitfalls that derail hopeful entrepreneurs. No more having to wade through forms, taxes, or ongoing state compliance. We are a remote company based in Austin, Texas. We have team members from Florida to Oregon and all points in-between. Take pride in your work knowing that it shapes how people all across the country reach their goal of starting, running, and growing their business. If the idea of helping people and working with a genuinely caring, supportive team excites you, then you've come to the right place. The Role 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, you will evolve prompts, dialogue flows, and decision logic to deliver seamless, high-quality AI experiences. Through rapid experimentation and data-driven iteration, you'll continuously raise the bar on accuracy, efficiency, and customer satisfaction. In this role, you'll directly influence how AI accelerates business growth for the next generation of founders. It sits at the intersection of software development, prompt engineering, analytics, and conversational AI, and reports to the Senior Director of Growth & AI. This is a fully remote role and ideal for someone passionate about making AI interactions more reliable, helpful, and aligned with real customer needs.

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

• Experience: 5+ years with 2+ years in Conversational AI, Applied LLM Engineering, Prompt Engineering, or NLP systems in production environments.
• LLM Expertise: Deep experience designing and optimizing prompts for GPT, Gemini, or similar models, including structured outputs and function calling.
• RAG Systems: Practical experience designing and tuning RAG pipelines (chunking, embeddings, retrieval evaluation).
• Evaluation: Experience building evaluation datasets and running prompt experiments (A/B testing, automated scoring, regression testing).
• Technical: Proficiency in Python or TypeScript; experience integrating LLM APIs in production systems.
• Analytics: Ability to analyze conversational performance using data and logs to drive measurable improvements.
• Soft Skills: 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

Remote Culture.A great company culture leads to happy employees, and happy employees lead to happy customers. We provide our employees with good salaries, benefits, equity, and interesting challenges that have a positive impact. Let's stay connected! We believe in staying connected, and we have a weekly "All Hands" meeting every week. We also have a social committee that hosts frequent events. We've held a virtual talent show, costume competitions, monthly lunch and learn series, Hackathons and more! Benefits. The company offers various benefits to employees and their dependents, including medical, vision, dental, disability, and life insurance, as well as parental and military leave. Other benefits include an employee assistance program, 401k + match, annual bonus, pet insurance, and RSUs. Paid parking* and 10 paid holidays are also provided. 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. Please check out our careers' page to learn more about our culture, benefits, and open opportunities.

• applicable to in-office employees

Remote About the Company: ZenBusiness Inc.