Agent Experience Designer, Agentic Voice

About this role

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

Visit dialpad.com to learn more.

Being a Dialer

At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

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, containme