Prompt Engineer

Job Title: Prompt Engineer Parloa Platform

Location: Pune, India (Hybrid)

Employment Type: Full-Time

About Knowledgeforce IT Services India Pvt. Ltd.

Knowledgeforce IT Services India Pvt. Ltd. is the India Development Center (IDC) of Kforce Inc., a leading staffing and solutions provider headquartered in the US. We deliver high-quality technology and business solutions for our global clients, leveraging innovation, talent, and cutting-edge tools to solve complex challenges.

Role Overview

We are standing up next-generation conversational AI experiences on Parloa while we gradually transition from Google Dialogflow (voice remains on Dialogflow through next spring). As a Senior Parloa Prompt Engineer, you will design, implement, and optimize prompts and flows that power AI-assisted customer experiences across voice and digital channels. Youll own prompt strategy, knowledge ingestion, API integration, and escalation logic on Parloa, while collaborating closely with our integration partner (Presidio) on the Cisco/Webex routing and custom API connectivity.

This is a hands-on role for a senior practitioner who can ship quickly, document thoroughly, and help us migrate knowledge from Intercom into a Parloa-ingestible formatbalancing short-term delivery with a scalable architecture for the future.

What Youll Do (Key Responsibilities)

Prompt & Conversation Design

• Lead prompt strategy for Parloa: system prompts, few-shot examples, guardrails, and prompt chaining for multi-turn flows.
• Design voice and chat experiences with robust error recovery, safe fallbacks, and escalation logic to live agents.
• Establish evaluation frameworks (A/B tests, prompt drift detection, prompt performance dashboards).

Parloa Build & Orchestration

• Build and optimize Parloa flows, intents, entities, and connectors/webhooks; tune NLU and policy behaviors for voice.
• Implement session and context management, disambiguation flows, and content moderation/guardrails.
• Define and enforce versioning, promotion paths (dev test prod), and release notes for conversational assets.

Knowledge Base Migration & RAG

• Lead migration of knowledge from Intercom to a Parloa-ingestible structure (chunking, metadata, taxonomies).
• Stand up retrieval patterns (e.g., FAQ/RAG-style lookups where appropriate) with quality thresholds and citations.
• Partner with content owners to maintain a single source of truth and governance for knowledge updates.

APIs, Integrations & Telephony Collaboration

• Design and implement RESTful/webhook integrations (auth, timeouts, retries, idempotency) used by Parloa flows.
• Collaborate with Presidio on Cisco/Webex routing design; build the custom integration logic Parloa requires (no native Cisco connector).
• Instrument telemetry, logging, and observability across Parloa and integration layers; define SLIs/SLOs for conversational services.

Transition from Google Dialogflow

• Maintain/improve Dialogflow voice bots during the transition; ensure feature parity and a smooth phased cutover to Parloa.
• Map intents/entities/flows and port training data; validate ASR/TTS tuning, latency, barge-in, and call-handling behaviors.

Quality, Compliance & Ops

• Establish automated testing for conversation paths, regression checks, and contract tests for APIs.
• Define analytics and reporting (containment, resolution, fallback rate, deflection, escalation, AHT, CSAT proxy).
• Adhere to privacy-by-design principles for PII/PCI/PHI as applicable; guide redaction, access, and retention patterns.
• Create runbooks, architectural docs, and handoff materials; mentor designers/engineers on Parloa best practices.

What Youll Bring (Minimum Qualifications)

• 6+ years building production conversational AI (voice and/or chat) with 2+ years in prompt engineering or advanced LLM orchestration.
• Hands-on Parloa experience or strong, transferable experience on Google Dialogflow (CX/ES) with demonstrated ability to ramp quickly on Parloa.
• Deep expertise in prompt design (system/user/tool prompts), evaluation, guardrails, and LLM safety patterns.
• Proven track record integrating REST APIs (OAuth 2.0, JWT, secrets management), JSON schema design, and webhook patterns.
• Experience with voice fundamentals: ASR/TTS tuning, latency management, barge-in, error handling, call flows.
• Practical skills in or Python, Git, CI/CD, and structured release management.
• Strong analytics orientation: define KPIs, build dashboards, and use data to iterate conversational performance.
• Excellent documentation and cross-functional collaboration, including with external vendors/integrators.

Nice to Have

• Prior Parloa production launches (voice + digital) and familiarity with its connectors, analytics, and deployment lifecycle.
• Cisco/Webex Contact Center (or similar CCaaS) exposure; understanding of SIP/telephony routing patterns.
• Experience working with Presidio or similar telephony/CCaaS systems integrators.
• Knowledge base engineering (taxonomy, chunking, relevance scoring) and Intercom Parloa migration experience.
• Cloud exposure (Azure/AWS/GCP) for secrets, logging, and serverless integration services.
• Familiarity with security frameworks and data handling in regulated environments.

Tools & Stack

• Parloa, Google Dialogflow (CX/ES) (during transition)
• Intercom (source KB) Parloa-ingestible format
• , REST APIs, OAuth/JWT, Git, CI/CD
• Observability/analytics (platform-native + custom dashboards)