AI Application Specialist

📋 Description

• Take ownership of the agent development process for new customer implementations related to Non-Emergency Call Agent services.

• Transform an agency's policies, standard operating procedures (SOPs), and call patterns into the operational behavior of an AI agent.

• Manage the complete agent development process for designated customer implementations.

• Conduct SOP workshops with customer operations leaders to outline call types, triage logic, escalation procedures, and transfer destinations.

• Convert phone trees, training documents, and call recordings into actionable agent behavior using structured prompts and configurations.

• Refine prompts and agent logic based on user acceptance testing (UAT) feedback and insights from live calls.

• Collaborate with the Project Manager on weekly updates with customers.

• Perform quality assurance on agent behavior after the go-live phase.

• Contribute to and enhance Hyper's standard SOP library across various deployments.

• Work closely with Integration Engineering on telephony, single sign-on (SSO), and computer-aided dispatch (CAD) integration handoffs.

⛳️ Requirements

• 3+ years of experience in a technical, customer-facing position such as solutions engineering, implementation engineering, prompt engineering, applied AI/ML, or a similar field.

• Must possess legal authorization to work in the U.S. indefinitely.

• Ability to secure background clearance as mandated by government clients.

• Proven proficiency in large language models (LLMs) and prompt engineering.

• Excellent written communication skills.

• Ability to thrive in ambiguous situations and rapidly iterate based on genuine customer feedback.

• Experience in leading technical workshops or discovery sessions with non-technical stakeholders.

• Background in public safety, 911 services, or contact centers is preferred.

• Familiarity with telephony, SIP, or CCaaS is preferred.

• Experience with agentic AI systems beyond conversational chatbots is preferred.

• Background in regulated or mission-critical sectors such as healthcare, aviation, or public sector is preferred.

🏝️ Benefits

• Incentive Bonus Plans

• Medical, Dental, and Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!