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AI Voice Agent Escalation Trigger Engineer

Brandon Kim

Full-time · Job · London

About the role

We serve over 60 enterprise call centers where a voice agent handing off to a human at the wrong moment costs real money and real trust. We publish internally on conversational failure modes and encourage the team to read and implement findings from the latest dialogue research. This role focuses on the escalation trigger: the model that decides, mid-conversation, when a voice agent should transfer to a human agent instead of pushing forward. You'll design experiments comparing trigger strategies, measure their impact on customer satisfaction scores, and ship the winning approach into production voice pipelines used across our client base.

Responsibilities

  • Design and evaluate escalation trigger strategies for voice agents
  • Run controlled experiments comparing trigger approaches
  • Analyze customer satisfaction impact of escalation timing
  • Ship winning strategies into production voice pipelines
  • Collaborate with the evaluation team on shared metrics

Requirements

  • 4+ years in conversational AI or applied ML research
  • Experience running and analyzing A/B experiments
  • Familiarity with speech or dialogue systems
  • Strong Python and PyTorch skills
  • Comfortable reading and implementing research papers

Benefits

  • Fully remote with an annual research retreat
  • Conference and publication support
  • Health insurance
  • Sabbatical after four years
  • Competitive salary and equity

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Categories

NLP & Prompt Engineering AI & Machine Learning Engineers

Skills

python pytorch langchain openai api prompt engineering

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Job Type

Full-time

Level

Senior

Language

English

Salary Range

$130k – $160k / year

AI Expertise

NLP & Prompt Engineering AI & Machine Learning Engineers

Skills

python pytorch langchain openai api prompt engineering

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