Senior AI Prompt Engineer – Digital & AI Team at Payoneer

About Payoneer Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories. By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence. We are looking for a Senior AI Prompt Engineer who will own the design, development, and optimization of AI Agent experiences built on the Zowie AI platform. You will engineer the prompts, system instructions, guardrails, and multi-turn conversational flows that power our customer-facing AI Agents across chat and email-automation channels. This is not a surface-level content role — you will operate at the intersection of language, logic, and AI behavior, shaping how our agents reason, respond, escalate, and self-correct. As part of the Digital & AI team, you will collaborate closely with Product, Engineering, AI/ML, Analysts, CX, Operations, and Localization teams to deliver intelligent, scalable, and trustworthy conversational solutions. What you'll do: • Design, write, and optimize AI-driven conversational experiences, including system prompts, guardrails, tool-use instructions, and multi-turn flows across chatbot and email-automation channels. • Engineer and maintain reusable prompt frameworks, templates, and conversation patterns that ensure consistency in tone, safety, domain accuracy, and localization across markets on multiple channels such as AI Chat, Ai email bot, AI Voice bot. • Define and refine AI Agent behavior across user scenarios, edge cases, error states, escalation paths, and regulatory/compliance requirements. • Own end-to-end conversational journeys — from problem discovery and use-case research through design, prompt engineering, testing, deployment, and iterative optimization. • Build and maintain prompt evaluation pipelines — designing test cases, scoring rubrics, and regression tests to systematically measure prompt quality, hallucination rates, and task-completion accuracy. • Monitor, analyze, and improve AI Agent performance using analytics dashboards, QA outputs, hallucination findings, user feedback, and operational metrics; translate insights into concrete prompt improvements. • Collaborate cross-functional with Product, Engineering, AI/ML, CX, and Operations teams to identify high-impact use cases, define agent capabilities, and deliver scalable solutions. • Contribute to internal prompt engineering guidelines, conversational design systems, and AI best practices — helping establish Payoneer’s standards for responsible, effective AI Agent deployment. • Stay current with advancements in LLMs, agentic AI patterns, prompt optimization strategies, and conversational AI tooling; bring relevant innovations into the team’s workflow. Who you are: • 3–4+ years of hands-on experience working with Large Language Models (LLMs) — including prompt engineering, system prompt design, and LLM-based application development (e.g., OpenAI, Azure OpenAI, Anthropic Claude, Google Gemini). • English proficiency — Mandatory (native or near-native written English; this role is language-critical). • Proven experience designing, deploying, and optimizing AI-powered conversational experiences (chatbots, AI agents, email automation, Voice bot or virtual assistants). • Coding/scripting experience (Python, JavaScript) for prototyping, automation, or prompt testing. • Experience with AI Agent architectures and concepts — tool use, function calling, RAG, multi-step reasoning, guardrails, and escalation logic. • Strong analytical skills — comfortable working with conversation analytics, A/B testing prompt variants, and using data to drive design decisions. • Experience designing for multilingual and multicultural audiences. • Ability to collaborate with developers and data teams to implement, test, and iterate on AI flows. • Familiarity with version control practices for prompt management and documentation. • Excellent stakeholder management — able to align multiple teams around conversational strategy and priorities. Advantages: • Experience with conversational AI platforms (e.g., Zowie ai, Kore.ai, Yellow.ai, Ada, Cognity). • Knowledge of SQL or analytics/BI tools for performance analysis. • Background in customer service, contact center, or fintech environments. • Experience with UX writing, content design, or conversation design as a discipline. • Familiarity with AI safety, responsible AI frameworks, and compliance considerations in regulated industries. • Understanding customer journey mapping and service design methodologies. • Experience with Figma or similar design tools for flow visualization. #LI-AG2 The Payoneer Ways of Working Act as our customer’s partner on the inside Learning what they need and creating what will help them go further. Do it. Own it. Being fearlessly accountable in everything we do. Continuously improve Always striving for a higher standard than our last. Build each other up Helping each other grow, as professionals and people. If this sounds like a business, a community, and a mission you want to be part of, apply today. We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.