Why This Job is Featured on The SaaS Jobs
Agentic voice is becoming a core interface layer in modern SaaS, especially for customer support and service workflows where resolution quality matters as much as model capability. This role stands out because it treats voice not as a one-off conversation script, but as a product surface with standards, measurement, and repeatable patterns. The remit spans persona, handoffs to humans, and quality definitions, signalling a platform mindset rather than a single deployment.
For a SaaS career, the work builds durable experience at the intersection of product design and applied AI. Owning a universal quality bar tied to operational metrics like resolution and containment mirrors how SaaS teams evaluate feature impact in production. The emphasis on prompt orchestration and behavioral design also reflects a broader shift in SaaS delivery, where non-engineering roles increasingly shape system outcomes through tooling, standards, and iterative tuning.
This position will suit designers who prefer systems thinking over isolated UX artifacts, and who are comfortable making judgment calls that influence both user trust and business outcomes. It aligns well with professionals who enjoy close collaboration with engineering and product leadership, and who want their craft to include language, interaction nuance, and measurable performance in real-world scenarios.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
