Voice Experience Designer, Agentic Voice

About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. 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 a Voice Experience (VX) Designer, you'll own the voices, personalities, and interactions that make an AI agent feel intuitive, empathetic, and human. We're 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; designing that entire voice experience is your job. Reporting directly to the VP of AI Products, you'll define the personas, standards, and quality bar that our Speech engineering team implements and that forward-deployed VX designers apply account-by-account in the field. You author the voice; they build the machine that renders it, and the field applies it. 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 bring a deep sense of behavioral and emotional design to the 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 persona: Define the agent's global voice, character, and personality, and maintain persona consistency across every vertical we ship. • Set the voice palette & house standards: Establish the standards for pacing, prosody, and emphasis that Speech engineering implements and forward-deployed teams apply to build brand-specific experiences. • Define the quality bar: Own the universal platform quality bar — Consistency, Fluency, perceived Latency and acceptable trade-offs — and tie persona decisions directly to core metrics like resolution, containment, and sentiment. • Design behavior with prompts: Partner with AI engineers to orchestrate escalation instincts, confirmation patterns, and graceful recovery using advanced prompting rather than rigid dialogue trees — expressing design intent that alters model outputs without writing code. • Own handoff & turn-taking experience: Design standard handoff patterns where context is fully preserved when an agent passes a caller to a human, and shape turn-taking and barge-in behavior in partnership with the Speech team. • Design for emotional states: Research and design for distinct behavioral and emotional user states — a patient disputing a bill, a dispatcher tracing a late delivery — so the agent adapts seamlessly across happy paths and high-stakes moments. Skills you’ll bring • Experience: 5+ years shaping voice user interfaces (VUI), character writing, conversation design, or complex conversational/agentic systems. • Education: Bachelor's in Linguistics, Communication, Psychology, Design, or equivalent practical experience. • Prompt fluency: Fluency with LLM-based agent behaviors, prompt engineering, and prompt orchestration — knowing how design choices alter model outputs without relying on code. • TTS literacy: Working fluency with TTS controls (voice selection, prosodic control) sufficient to set platform standards — the Speech team implements them. • Portfolio: An exceptional portfolio highlighting voice systems, written persona standards, and interactive logic rather than static flow diagrams. • Taste: 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. • Bonus: Experience in regulated, high-stakes verticals (e.g. healthcare, financial services, legal) is a strong plus. This is a craft/standards role in a product org. If your strength is building production speech systems and models, our AI Engineer, Speech Synthesis (TTS) role is likely the better fit. 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.