Agent Experience Designer, Agentic Voice

Job Description

Job Description

About Dialpad
Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

We're now leading the shift to Agentic AI: intelligent agents that don't just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, AI isn't just a feature; it's how our teams do their best work every day. We put powerful AI tools in every employee's hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we've built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic .

Your role
As an Agent Experience Designer — Agentic Voice, you'll own the voices, personalities, and interactions that make an AI agent feel intuitive, empathetic, and human. We are going all-in on agentic AI under one core idea: stop answering, start resolving. A voice agent that resolves is only as good as the experience it delivers, and designing that entire voice experience is your job.

Reporting directly to the VP of AI Products, you'll collaborate hand-in-hand with our AI engineers to shape model judgment through prompts and flow orchestration, rather than hard-coded branches. You'll also help create a centralized persona system, voice standards, and the universal quality bar that forward-deployed VX designers will apply account-by-account in the field.

In addition, you'll help bring a deep sense of behavioral and emotional design to our platform, ensuring our agents have the taste, pacing, and vocabulary to sound truly competent and empathetic across both happy paths and high-stakes moments.

This position has the opportunity to be based in our San Ramon, US office.

What you'll do

• Own the agent's global voice, character, and personality, maintaining personal consistency across every vertical we ship.
• Own the standard handoff patterns and design systems, ensuring seamless transitions where context is fully preserved when an agent passes a caller to a human.
• Own the universal platform quality bar, defining and measuring Consistency, Fluency, and Latency (CFL) and tying personal decisions directly to core metrics like resolution, containment, and sentiment.
• Make the voice palette and establish house standards for pacing, prosody, and emphasis that forward-deployed teams will use to build brand-specific experiences.
• Partner with AI engineers to orchestrate behavior, escalation instincts, confirmation patterns, and graceful recovery workflows using advanced prompting rather than rigid dialogue trees.
• Research and design for distinct behavioral and emotional user states, ensuring the agent adapts seamlessly whether interacting with a patient disputing a bill or a dispatcher tracing a late delivery.

Skills you'll bring

• Experience: 5+ years of dedicated experience shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems.
• Bachelor's degree in Linguistics, Communication, Psychology, Design, or equivalent practical experience.
• Demonstrated experience shaping voice user interfaces (VUI), character writing, or complex conversational/agentic systems.
• Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration (knowing how design choices alter model outputs without relying on code).
• Fluency with Text-to-Speech (TTS) controls, including voice selection, SSML tuning, pacing, and emphasis to set broad platform standards.
• An exceptional portfolio that highlights voice systems, written persona standards, and interactive logic rather than just static flow diagrams.
• Experience in regulated, high-stakes verticals (e.g., healthcare, financial services, legal) is a strong plus.
• Strong taste and an ear for dialogue—the ability to articulate a character on a page and translate it into consistent AI behavior under pressure.

For exceptional talent based in California, the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

California Salary Range

$147,000—$186,000 USD

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee's impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Don't meet every single requirement? If you're excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn't meet every qualification, we encourage you to apply.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.