AI Voice Agent Specialist (Aircall) — Build an Inbound Secretary Agent for Renewell Water

*The project* Design, configure, and deploy an inbound AI secretary agent using Aircall's native AI Voice Agent service (not a third-party bot bolted onto our number). The agent must: • Answer all inbound calls with a natural, on-brand greeting and open-ended intent prompt • Filter and qualify callers — identify whether they are a new lead, existing customer, or support case, and capture key details (name, callback number, product concerned, nature of the query) • Resolve simple questions autonomously — FAQs on products, opening hours, delivery, servicing, and pricing basics, drawing from a knowledge base you will help us structure • Route intelligently — transfer the caller to the correct team (Sales, Support, Service) with full conversation context when team members are available, respecting our ring groups and business hours • Capture a voice note on no-answer — if the target team is unavailable or the queue times out, the agent must offer to take a structured message (reason for call, urgency, callback preference) so our team can return the call *Scope of work* • Discovery session to map our teams, ring groups, business hours, and call intents • Prompt and knowledge base design for the AI Voice Agent (business rules, FAQs, escalation logic) • Routing configuration: intent-to-team mapping, availability checks, overflow and after-hours behaviour, queue timeout thresholds • Voice note fallback flow with structured message capture Testing (test calls, edge cases, graceful degradation) and go-live • Handover documentation and a training session for our team so we can maintain prompts and routing rules ourselves *Required experience* • Proven hands-on deployment of Aircall AI Voice Agent (or demonstrably equivalent conversational voice AI on a VoIP platform, with willingness to certify on Aircall fast) • Strong grasp of inbound call flow design: IVR replacement, intent classification, skills-based and cascading routing, queue management • Prompt engineering for voice: concise turns, interruption handling, clean human handoff *Nice If you have* • Prior work with Irish/UK SMEs or trades and home services businesses • Experience defining voice AI KPIs: deflection rate, missed call rate, transfer accuracy, time to first callback • Knowledge of GDPR requirements around call recording and transcription consent