Prompt Engineer

Gifthealth is revolutionizing healthcare by simplifying the management of prescriptions and health services. The Prompt Engineer role focuses on refining and expanding AI and automation tools for customer support, conducting audits, and collaborating with teams to enhance the overall customer experience.

Responsibilities:

• Cleans up, improves, and optimizes existing AI prompts and workflows to reduce bloat and increase accuracy, efficiency, and customer satisfaction
• Creates and maintains a suite of automated and manual tests to ensure quality, prevents regression, and validates AI tool performance
• Conducts regular audits of current AI tool implementations and create comprehensive documentation for team members and leadership
• Audits samples of customer phone calls to verify accuracy of success rate metrics and diagnose issues with current automation tools
• Independently identifies areas for improvement in AI tools and propose strategic changes to address gaps or inefficiencies
• Works with Customer Service leadership to discover new opportunities where AI tools can reduce workload for live agents
• Collaborates with the Engineering team to request necessary API changes and new endpoints to support and enhance AI tools

Requirements:

• Bachelor's degree in computer science, information technology, linguistics, communications, or a related field OR 2–4 years of equivalent professional experience in prompt engineering, customer service operations, technical writing, or a closely related discipline
• 1–3 years of experience in customer service, technical support, or a user-facing operations role
• Demonstrated experience creating and improving internal procedures, workflows, or knowledge resources
• Knowledge of AI/LLM technologies, prompt engineering principles, and conversational AI systems; customer service operations, common customer interaction patterns, and issue resolution workflows; and quality assurance and testing methodologies for AI-driven tools
• Strong written and verbal communication skills, with emphasis on clear, customer-facing language skills
• Documentation and procedure development skills
• Ability to create, edit, and test AI prompts and automated workflows
• Ability to analyze call data, success metrics, and AI tool performance to identify issues and improvements
• Ability to work independently and self-direct priorities in a fully remote environment
• Ability to translate complex technical concepts into accessible language for non-technical stakeholders
• Ability to collaborate effectively across Engineering, Customer Service, and Leadership teams
• Training in quality assurance, Six Sigma, or process improvement methodologies
• Certifications or coursework in AI/ML, natural language processing, or prompt engineering
• Prior experience with AI tools, prompt engineering, or conversational AI platforms
• Experience auditing or evaluating AI tool performance, including call monitoring or quality assurance
• Experience working in healthcare, pharmacy, or a regulated industry
• Knowledge of advanced prompting techniques (e.g., Chain of Thought, few-shot prompting, retrieval-augmented generation); pharmacy or healthcare customer service environments; and API concepts and how AI tools integrate with backend systems
• AI/automation testing frameworks and regression testing skills
• Technical writing and internal knowledge base development skills
• Ability to utilize data analysis tools for auditing call quality and metrics
• Ability to quickly learn and adapt to new AI technologies, tools, and techniques
• Ability to identify systemic issues from patterns in customer interaction data