AI Product Specialist at REGAL in New York, NY

Summary: Regal is an AI Agent Platform founded in 2020, focused on transforming customer communications through AI technology. The AI Product Specialist role involves building and refining AI agents, utilizing prompt engineering techniques, and collaborating with various teams to enhance product performance and quality. Responsibilities: - Understand customer requirements: Work with AI Forward Deployed engineers to understand customer use cases, requirements for AI agents and their business objectives. Review customer’s existing human agent call recordings, scripts, training documents, FAQs/knowledge bases and brand guidelines to inform their AI Agent - Shape Conversational Experiences: Build AI Agents on the Regal AI Agent Platform leveraging prompt engineering and conversational flows; tune AI agent settings (STT, LLM, TTS) to achieve the conversational quality that is Regal’s signature and that meets customer’s requirements and business objectives - Build Custom Functions/Tooling: Understand the limitations of LLMs and where code is needed to achieve certain use cases/performance. Use your coding chops to build custom functions that allow your AI Agents to take actions such as validate zip code, schedule callback, update profile - QA Test: Develop test cases and thoroughly test your AI Agents to ensure they pass Regal and the customer’s quality bar. Develop tooling, where needed, to scale QA testing and deliverables to build customers’ confidence in AI Agents so they don’t have to put QA hours against it - Iterate & Learn: Review agent performance in partnership with AI Forward Deployed Engineer who owns the client relationship. Iterate the AI Agent based on customer success criteria - Codify Best Practices: Leverage, share, and document best practices for building AI Agents and achieving certain use cases. Participate in prompt engineering forums and research best practices to add to our own techniques. Document what we’ve learned in a digestible way for internal and external consumption - Deliver Product Feedback: Work closely with Regal PMs and Engineers to give feedback on the Regal AI Agent Platform. As the primary user of the product, you’ll spot issues, product gaps, and new capabilities that will help you deliver better performing AI Agents faster – help inform these features! - Support Sales Demos: Work with the sales team to build AI Agent MVPs during the sales process to demo agent capabilities to prospects Required Qualifications: - Bachelor's or Master's degree in a technical field (i.e. Computer Science, Engineering, Data Science) or equivalent experience with prompt engineering - 1-2 year(s) of work or internship experience at start-up tech companies, or impressive personal/school projects that you can provide documentation for - Demonstrated curiosity for AI & Voice - Analytical thinking & problem solving skills - Time management skills - Relentless ownership of work - Entrepreneurial mindset and adaptability Required Skills: Prompt Engineering, Conversational Design, AI Agent Platform Usage, Speech-to-Text (STT) Tuning, Text-to-Speech (TTS) Tuning, Large Language Models (LLMs) Tuning, Custom Function Development, Quality Assurance Testing, Product Feedback Delivery, Analytical Thinking, Entrepreneurial Mindset, Relentless Ownership Benefits: Medical, Dental, and Vision plans - 80% covered by the company, Flexible PTO & 11 paid holidays/year, 401k Plan, Paid parental leave, Pre-tax commuter benefits, In-office breakfast and snacks daily, Happy hours, team outings, & annual off-sites, Complete laptop workstation, & more to come!