At a Glance
- Tasks: Design and optimise AI prompts for customer service solutions across various channels.
- Company: Join a forward-thinking company in the heart of Windsor with a hybrid work model.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and contribute to innovative AI projects.
- Why this job: Be at the forefront of AI technology and shape the future of customer interactions.
- Qualifications: Hands-on experience in LLM prompt engineering and conversational AI is essential.
The predicted salary is between 60000 - 80000 £ per year.
The AI Prompt Engineer is a hands-on specialist responsible for designing, testing, deploying, and optimizing prompts and agentic workflows for multi-channel customer service AI solutions. The role blends conversational design, LLM prompt engineering, evaluation discipline, and production-grade governance.
Responsibilities:
- Design and iterate prompts for IVR, voice bots, chatbots, and messaging channels.
- Build agentic AI workflows using tool calling, orchestration, and multi-step reasoning.
- Define and maintain prompt evaluation frameworks, regression test suites, and quality metrics.
- Implement guardrails for safety, compliance, PII handling, and hallucination reduction.
- Integrate AI prompts with CRM, knowledge bases, billing, and contact-centre platforms.
- Partner with CX, Product, Engineering, and SMEs to translate journeys into AI behaviour.
- Monitor production performance using analytics and continuously optimise outcomes.
- Manage prompt versioning, approvals, and release processes across environments.
- Support UAT, go-live, and early-life support phases.
- Contribute reusable prompt patterns, playbooks, and accelerators.
Essential skills/knowledge/experience:
- Strong hands-on experience in LLM prompt engineering for production systems.
- Experience with conversational AI for customer service (voice & chat).
- Knowledge of agentic AI design patterns and orchestration.
- Experience with RAG, grounding techniques, and prompt evaluation.
- Understanding of Responsible AI, security, and compliance controls.
- Familiarity with Git, CI/CD concepts, and release governance.
- Strong stakeholder communication skills.
Desirable skills/knowledge/experience:
- Voice AI / IVA / IVR modernization experience.
- Experience in regulated industries (utilities, BFSI, public sector). Exposure to contact-centre metrics such as containment, deflection, CSAT.
AI Prompt Engineer in Windsor employer: Moonfire
As an AI Prompt Engineer at our Windsor location, you will thrive in a dynamic hybrid work environment that fosters innovation and collaboration. We prioritise employee growth through continuous learning opportunities and a supportive culture that values your contributions to cutting-edge AI solutions. Join us to be part of a forward-thinking team that is dedicated to creating impactful customer service experiences while enjoying the unique advantages of working in a vibrant community.
