Product Development Specialist - AI Voice Agent Product

Trusting Social is an AI Fintech pioneer that's revolutionizing credit access in emerging markets. Our mission is "Advancing AI to Meet the Financial Needs of Everyday Consumers with Empathy." We've assessed over 1 billion consumers across four countries, and we're on a mission to provide 100 million credit lines using the power of AI and Big Data.
We are hiring a specialist to run and continuously improve Sophia, a virtual AI-driven sales agent that manages outbound and inbound sales conversations at scale. This role owns the day-to-day production health, data accuracy, and performance monitoring, and drives measurable improvements in contact rate and conversion through structured execution and cross-functional coordination.
You will partner with Product, Data Science, Engineering, and Voice/Telephony teams to keep production stable and to continuously ship improvements that raise the performance baseline of our GenAI sales systems.
Why It Matters
Our GenAI sales agents are among the first to actively sell financial products in real-world banking environments where performance, reliability, and customer experience all matter.
In this role, you will turn real sales conversations and performance data into product improvements. By continuously optimizing how AI agents communicate, learn, and convert, your work will directly impact revenue, customer experience, and the evolution of AI-driven sales in fintech.
We value ownership, experimentation, and execution with opportunities to test ideas quickly, learn from data, and ship improvements continuously.
What You'll Do
1. Production Reliability & Operations (Run)
- Own day-to-day operational health of Sophia in production (outbound & inbound calling).
- Monitor system and campaign performance, detect anomalies, and coordinate resolution with Engineering/Telephony teams.
- Ensure data accuracy and integrity for key reporting metrics and operational dashboards.
- Maintain operational readiness: runbooks, incident notes, QA checks, release coordination (as applicable).
2. Conversation & Sales Flow Optimization (Improve)
- Analyze AI and human sales call recordings to identify opportunities to improve conversation flows, product explanations, decision logic, and compliance alignment.
- Design and optimize end-to-end sales conversation flows: qualification, value proposition delivery, objection handling, closing, and next steps.
- Translate insights into clear change requests/specs and drive implementation with Product/Engineering teams.
3. Funnel & Performance Analytics (Measure)
- Track and analyze funnel metrics ( lead → dial → connect → qualified → conversion), identify drop-off points, and prioritize improvements.
- Validate impact of changes through structured measurement, controlled rollouts, and experimentation where possible.
- Drive continuous optimization to improve contact rate and conversion performance.
4. Product Execution & Cross-Functional Delivery (Build)
- Collaborate with internal teams and external partners to define requirements, support solution design, and contribute to roadmaps for new product/campaign use cases.
- Partner closely with Product, Data Analytics, Data Science, Engineering, Business teams to ensure smooth execution from idea → launch → iteration.