Voice AI Agent Engineer

Reports to: Chief Technology Officer Location: Burlington, VT (hybrid) or remote About OhMD OhMD is patient communication software used by thousands of physician practices: two-way texting, digital forms, automated workflows, and OhMD AI, our voice and text agent. OhMD AI answers on the first ring, handles the routine calls a front desk shouldn't have to take, and hands the conversation to a human the moment it needs one, with full context attached. We integrate with 85+ EHRs, and practices running OhMD see 68% fewer calls reach their staff. Why this role exists We don't believe you can automate a truly human interaction. Today's best AI can confidently resolve maybe 60% of what a practice hears in a day. The other 40% is an anxious parent, a complicated refill history, or a patient who needs to be heard rather than routed. Our product is built on knowing the difference. Every practice is different. A pediatric group handles refills nothing like a dermatology practice, their EHR is configured differently, and their front office has its own unwritten rules about what gets escalated, to whom, and how fast. The agent has to learn all of it and be right, live, on a real call. You'll build that. This is a hands-on engineering role: you'll design, configure, test, and debug the agents our practices go live with, and you'll stay on them until calls resolve cleanly. You won't write a spec and hand it to someone else. What you'll do Build agent behavior. You'll turn what you learn from practice staff into working agents on our voice AI platform: conversation flows and state design, prompts, tool definitions, escalation and transfer logic, and fallback paths for when things go wrong. You'll own the configuration end to end. Own go-lives. Practices go live in about three weeks. You'll scope what the agent handles and what it doesn't, make the calls when a practice doesn't fit the standard path, and make sure its first week live is a good one. Measure quality honestly. You'll listen to real calls, a lot of them. You'll build evals and regression tests that catch failures before a practice does, read the transcripts where the agent got it wrong, and fix the root cause. When a failure is in the platform or the integration rather than the agent, you'll diagnose it precisely enough that engineering can fix it quickly. Design for messy data. Scheduling, patient context, and refill data come from athenahealth, eClinicalWorks, Epic, AdvancedMD, ModMed, and a long tail of other EHRs, and that data is rarely tidy. You'll work with our integrations engineers on what the agent needs from each system, and design behavior that holds up when a provider list is stale or a lookup fails. Turn projects into templates. The first time we solve a workflow it's a project; by the fifth time it should be a reusable setup. You'll notice when something is ready to graduate, document it, hand it to implementation, and move on. Your first 90 days In weeks…