Senior Conversational AI & Prompt Engineer

Scale Army

Location

Fully Remote (Work from Home) | 9 AM 5 PM EST

Role Overview

The Senior Conversational AI & Prompt Engineer will design, optimize, and maintain conversational experiences across voice and chat-based AI systems, ensuring natural, accurate, and clinically aligned patient interactions. This role requires deep expertise in prompt engineering, voice AI platforms, and conversational logic, with a strong focus on creating seamless digital experiences across multiple patient touchpoints in a telehealth environment.

Key Responsibilities Prompt Engineering & Optimization

• Design, develop, and refine high-performance prompts for Voice AI agents and chatbots, ensuring clarity, engagement, and alignment with the brand s clinical voice.

• Debug and optimize prompts to improve response accuracy, natural language flow, and user satisfaction across both text and voice interactions.

• Manage context continuity so AI systems maintain patient history and conversational state across chat-based and voice-based interactions.

Platform & Technical Execution

• Use Retell AI and Vapi for real-time voice interactions, focusing on low-latency responses and natural conversational turn-taking.

• Utilize orchestration tools such as LangChain, OpenAI Assistants API, or similar frameworks to build logic-driven conversational experiences.

• Implement SSML and phonetic optimization for voice applications, while using Markdown and structured data for chat interfaces.

DTC Strategy & Patient Experience

• Apply direct-to-consumer experience to tailor conversational flows for telehealth users, balancing empathy, medical guardrails, and conversion objectives.

• Maintain a consistent AI persona across SMS, web chat, and phone interactions to create a unified concierge-style patient experience for GLP-1 users.

Collaboration & Reporting

• Partner with clinical, product, and engineering teams to align AI behavior with medical protocols and business goals.

• Generate performance reports, analyze transcripts and call logs, and recommend improvements based on user feedback and behavioral data.

Market & Trend Analysis

• Monitor trends in speech-to-text, text-to-speech, and LLM reasoning to identify opportunities for innovation and competitive differentiation in telehealth.

Qualifications Experience

• 5+ years of experience in prompt engineering across voice AI and text-based conversational systems.

• Proven experience with Retell AI and Vapi.

• Experience with chat orchestration frameworks such as LangChain, Intercom, OpenAI Assistants API, or custom LLM wrappers is highly preferred.

• Direct-to-consumer experience, particularly in health-related support or high-intent customer journeys.

• Experience running A/B testing on prompts to optimize conversion and information accuracy.

Skills

• Strong analytical ability to evaluate conversational performance and optimize outcomes.

• Deep understanding of conversational design differences between spoken and written language.

• Ability to troubleshoot technical constraints related to real-time voice latency.

• High attention to detail and creativity in designing natural user experiences.

• Proactive problem-solving mindset within regulated telehealth environments.

• Adaptability in fast-moving product and healthcare settings.

What Success Looks Like

• Voice and chat agents deliver a unified, seamless patient journey that feels like one cohesive clinical assistant.

• User satisfaction and retention improve through empathetic and well-designed AI interactions.

• Hallucination rates and latency continue to decrease, supporting safe and efficient medical workflows.

Opportunity

This role offers the opportunity to shape conversational AI experiences at the forefront of telehealth innovation. The Senior Conversational AI & Prompt Engineer will directly influence how patients interact with digital care systems, working closely with cross-functional teams to build clinically responsible, scalable AI experiences in a rapidly growing health technology environment.