AI Prompt Engineer

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Wolfe

AI Prompt Engineer

Pittsburgh, PA
Full Time
Paid
  • Responsibilities

    About Us

    Recognized among Pittsburgh's 2024 Top Workplaces and Fastest-Growing Companies , Wolfe has been a leader in the Gift Card and FinTech sectors for over 25 years. We power gift card programs for national merchants like KFC. Our flagship consumer brand, PerfectGift.com , enables customers to create customized gift cards.

    We are a fast-paced environment, like kayaking down a white-water river, not canoeing on a lake. Learn more about our company culture, core values, and industry recognition on our career page (https://wolfe-llc.breezy.hr/).

    Role Overview

    Wolfe is seeking a AI Prompt Engineer to own and continuously improve production customer service voice and chat agents. This role is accountable for delivering accurate, compliant, and brand‑aligned AI conversations that efficiently resolve customer issues and drive measurable business outcomes.

    The Prompt Engineer operates with high autonomy and full ownership of assigned agents, spanning prompt design, knowledge integrity, quality assurance, and performance results. Success is measured by outcomes such as Automated Resolution Rate (ARR), CSAT, and overall customer experience quality.

    This is an individual contributor role with no direct people management responsibilities, but it carries significant influence over standards, decisions, and direction.

    Purpose of Role

    As Wolfe scales AI‑driven customer support, consistent success depends on:

    • High‑quality conversations that feel natural, helpful, and on‑brand
    • Operational reliability through accurate knowledge, compliant responses, and efficient resolution

    This role exists to ensure Wolfe's CSR voice agents deliver both at production scale with real customers and real business impact.

    Success Metrics

    The CSR Voice AI Prompt Engineer is accountable for:

    • ≥90% Automated Resolution Rate (ARR) for assigned voice agents
    • ≥90% CSAT, consistently achieving 4‑star+ customer ratings
    • Ongoing, data‑driven improvement of voice agent performance and experience

    Key Responsibilities

    1. Production Voice Agent Ownership

    • Own one or more CSR voice agents end‑to‑end in production
    • Review call transcripts and recordings to identify failure modes and performance degradation
    • Independently diagnose and resolve issues across prompts, knowledge, flows, and handoff logic

    2. Prompt Engineering & Conversation Design

    • Design, test, and iterate prompts for LLM‑powered voice interactions
    • Ensure responses are accurate, safe, compliant, and aligned with Wolfe's brand voice
    • Build robust handling for edge cases, ambiguity, error recovery, and escalation

    3. Knowledge Base & Content Governance

    • Maintain and curate the knowledge sources supporting voice and chat agents
    • Ensure product, policy, and process updates are reflected promptly
    • Enforce freshness and accuracy standards to prevent outdated or incorrect responses

    4. Performance Optimization & Experimentation

    • Track and optimize KPIs including ARR, CSAT, containment, latency, and fallback rates
    • Run structured A/B tests on prompts, flows, and content
    • Make tuning decisions based on data and measured impact

    5. Quality Assurance & Risk Management

    • Validate AI outputs against approved knowledge sources
    • Identify and mitigate compliance, safety, and brand‑risk scenarios
    • Serve as a final quality reviewer for major changes prior to production rollout

    6. Cross‑Functional Collaboration

    • Partner with Customer Support, Product, and AI Engineering teams
    • Communicate performance trends, risks, and improvement plans clearly to stakeholders

    Required Qualifications

    Core Experience

    • Background as a Customer Service Representative or equivalent domain experience
    • Demonstrated prompt engineering capability for LLM‑based conversational systems
    • Experience operating production voice or chat AI systems
    • Ability to analyze conversation data and performance metrics to drive improvements
    • Strong understanding of knowledge base design, content governance, and versioning

    Operational & Business Skills

    • Comfort owning business KPIs, not just technical outputs
    • Ability to balance customer experience, efficiency, and risk
    • Clear communication with both technical and non‑technical stakeholders

    Preferred Experience

    • Experience with voice AI platforms, IVR modernization, or contact center technologies

    Compensation & Benefits

    Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:

    • Restricted Stock Units (RSUs)
    • Profit Share
    • Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
    • Short-Term Disability Insurance (Wolfe pays 100% of premium)
    • Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
    • PTO (vacation and sick time)
    • Corporate Holidays and Floating Holidays
    • 401(k)
    • Employee recognition program
    • Charitable Donation to a charity of your choice yearly
    • Employee Referral Bonus
    • Tuition Reimbursement
    • Internal Training and Information sessions
    • Family Picnic, Holiday Party, and other outings
    • Internal Culture Club

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    Wolfe is an Equal Opportunity Employer.

    Wolfe does not sponsor employment visas.