Prompt Engineer

MOGO Auto Limited is seeking a Prompt Engineer in Nairobi to design, test, optimise, and maintain production-grade prompts for AI voice bots used in debt collection campaigns and inbound collections IVR. The role combines prompt engineering, conversational AI, voice technology, data analysis, and collections compliance across English and Swahili customer interactions.

Job Overview

• Job Title: Prompt Engineer
• Employer: MOGO Auto Limited
• Location: Nairobi, Kenya
• Job Type: Full-time
• Experience: 1–2 years of hands-on experience in prompt engineering, conversational AI, chatbot design, NLP, or a closely related role

About MOGO Auto Limited

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. The company provides financing solutions in Kenya, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, MOGO has financed more than 100,000 vehicles and served over 50,000 customers. Its operations emphasize data and technology, market growth, and risk management while providing financing solutions designed to expand access to financial services.

Key Roles and Responsibilities

• Design, author, and maintain production-grade prompts for AI voice bots supporting outbound debt collection campaigns and inbound collections IVR in English and Swahili.
• Optimise prompt structures using Markdown formatting, instruction hierarchy, delimiters, and other techniques to improve model comprehension while reducing token overhead and call latency.
• Test and tune prompts on Gemini 2.5 Flash through Google AI Studio or Vertex AI and OpenAI GPT-4o, benchmarking performance against latency, coherence, and collections compliance targets.
• Evaluate the impact of prompt length, token count, instruction complexity, and model parameters such as temperature, max_tokens, and streaming on inference latency and call costs.
• Develop and refine system prompts, few-shot examples, persona definitions, objection-handling branches, promise-to-pay capture logic, and fallback scripts.
• Conduct structured quality assurance audits on sampled collections call recordings, assessing script adherence, tone, promise-to-pay handling, and loan disclosure compliance.
• Maintain versioned prompt change logs, A/B test configurations, and measurable outcome data while preparing performance summaries for the Call Center Manager.
• Coordinate with the DC IT Technical Support Officer on API configurations, Webitel IVR routing, SIP trunk settings, and technical constraints affecting prompt deployment.
• Work with collections strategy teams to translate DPD bucket cadence rules and product-specific scripts for Boda, Tuk-Tuk, and smartphone loans into accurate bot logic.
• Liaise with AI vendors regarding ASR quality, voice synthesis settings, and integration requirements relevant to Kenya collections operations.
• Monitor per-call cost metrics and recommend prompt improvements that support recovery rates and return on investment without compromising quality or compliance.
• Perform other duties assigned by management.

Experience

• Minimum 1–2 years of hands-on experience in prompt engineering, conversational AI, chatbot design, NLP, or a closely related field.
• Candidates with strong and demonstrable project work may be considered even with shorter formal experience.
• Experience designing and deploying prompts or dialogue flows for production LLM or voice-bot systems.
• Demonstrated ability to evaluate prompts against measurable KPIs and conduct structured A/B tests.
• Exposure to contact-centre, telephony, or IVR environments, preferably in collections, customer service, or financial services.
• Experience in debt collections, lending, fintech, BPO, or banking operations is an advantage.
• Experience working with cross-functional IT, strategy, and operations teams is desirable.
• Experience managing third-party AI or voice-vendor relationships is desirable.
• Experience creating English and Swahili conversational content for Kenyan or East African customers is highly desirable.

Qualifications

Education and Certifications

• Bachelor’s degree in Computer Science, Software Engineering, Computational Linguistics, Data Science, or a related field.
• Equivalent demonstrable hands-on experience in prompt engineering or conversational AI may be considered in lieu of a degree.
• Reviewable portfolio of production prompt work, such as prompt libraries, system prompts, evaluation harnesses, or published repositories.
• Certification in Google Cloud, Vertex AI, Generative AI, OpenAI, or an equivalent LLM or conversational-AI programme is an added advantage.

Technical Skills

• Hands-on knowledge of system and role prompting, few-shot design, chain-of-thought design, delimiters, Markdown structuring, output schemas, constraint control, guardrails, and fallback design.
• Working proficiency with Google Gemini through AI Studio or Vertex AI and/or OpenAI GPT-4o, including model parameter tuning and an understanding of tokenisation and context-window economics.
• Understanding of voice-AI pipelines, including automatic speech recognition (ASR) and text-to-speech (TTS), and the effect of transcription accuracy, latency, and barge-in behaviour on live calls.
• Familiarity with Webitel or comparable contact-centre platforms, SIP trunking, IVR, call routing, and API integrations.
• Ability to interpret JSON API request and response payloads and work with API tools such as Postman.
• Basic Python or JavaScript scripting for prompt testing and batch evaluation is an advantage.
• Ability to design and interpret A/B tests and quantitative metrics including latency, containment, promise-to-pay rate, recovery rate, and cost-per-call.

Language and Domain Knowledge

• Full professional fluency in English and Swahili, with the ability to author, review, and quality-assure bot dialogue and call scripts in both languages.
• Awareness of debt-collection conduct standards and Kenyan consumer-protection and data-privacy obligations, including the Data Protection Act, 2019 and CBK consumer-protection expectations.

Personal Attributes

• Strong analytical and problem-solving mindset with meticulous attention to detail.
• Comfortable working with ambiguous requirements and rapid, data-driven iteration.
• Clear written and verbal communication skills, with the ability to explain technical findings to non-technical stakeholders.
• Self-driven and organised, with the ability to maintain versioned change logs across multiple concurrent campaigns.

Salary and Benefits

• Salary: Competitive salary.
• Friendly and dynamic work environment.
• Health insurance after the probation period.
• Pension scheme after the probation period.
• Active social life and company events.
• Bonuses and awards for great work.
• Training opportunities to develop knowledge and skills.
• Collaborative working environment supported by an established feedback culture.