AI Prompt Engineer

Wolfe•Pittsburgh, PA

About The Position

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. 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.

Requirements

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
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

Nice To Haves

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

Responsibilities

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
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
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
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
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
Cross‑Functional Collaboration
Partner with Customer Support, Product, and AI Engineering teams
Communicate performance trends, risks, and improvement plans clearly to stakeholders

Benefits

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