Roman

Roman Vilenskyi
[open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section) · LinkedIn: [open contact info](look above in the "contact info" section)

CONVERSATIONAL AI / VOICE AGENT ENGINEER
Conversational AI Engineer with hands-on production experience building, auditing, and hardening voice AI
agents on Retell AI and ElevenLabs. Specializing in compliance-grade voice agents for regulated verticals
(collections, fintech, healthcare, legal). Background in 8+ years of customer support, account management,
and dispute resolution. Specializing in compliance-grade voice agents for regulated verticals (FDCPA,
TCPA, CFPB Reg F, DNC)

KEY COMPETENCIES
Voice AI agents (Retell AI, Prompt engineering & token Quality Assurance & transcript audits
ElevenLabs) optimization FDCPA / TCPA compliance
Conversational AI & LLMs RAG migration & architecture
Python, OpenAI & Anthropic APIs
AI-vs-AI regression testing IVR navigation & voicemail
Fraud detection
Dispute resolution & de- logic
escalation Customer support automation AI content classification & detection

PROFESSIONAL EXPERIENCE

Respaid (YC S23) May 2025 - May 2026

Conversational AI Agents Engineer
AI-driven debt collection platform running production voice agents on Retell AI and ElevenLabs for outbound
and inbound calls across multiple US clients, including Fortune 500 companies. Owned conversational
quality, prompt engineering, automated AI QA, and backend development for these agents.
Authored production system prompts: identity verification, mini-Miranda, payment negotiation, refusal flows, and
edge-case behaviors (hostile callers, third-party answers, attorney representation, bankruptcy disclosure).
Encoded FDCPA, TCPA, CFPB Reg F, and DNC compliance as enforceable prompt rules.
Authored trim-then-migrate-to-RAG plan that brought outbound and inbound prompts back under model token
budget without behavior regressions.
Designed multi-level IVR navigation logic (corporate phone trees, press-N menus, name directories, extension
dialing) and voicemail detection with compliant message handling.
Designed AI-vs-AI Quality Assurance system for compliance and edge-case behaviors.
Contributed to platform migration from ElevenLabs to Retell AI.
Evaluated third-party voice AI QA platforms and contributed to developing of a custom internal tool with MCP
integration.

Stack: Retell AI, ElevenLabs, Vapi, OpenAI (GPT-4.1, GPT-5.1), Anthropic (Claude Sonnet, Claude Opus),
Python, Twilio, Linear, MCP integrations.
Qollabe Mar 2020 - Feb 2026
Senior Dispute Manager
Owned high-pressure client relationships at a writing services platform serving English-speaking
markets, worked with complaints, refund requests, quality disputes, fraud cases, and chargebacks at
scale.
Increased client satisfaction from 7.4 to 9.5 by redesigning the dispute resolution and onboarding processes
(first-order satisfaction 5.0 → 8.4).
Maintained 60-80% retention rate on regular client accounts through systematic relationship management.
Designed and shipped an internal AI-generated content detector to flag LLM-written contractor submissions
(early hands-on work with LLM output classification that informed my move into voice AI).
Built fraud-prevention workflows that protected first-time clients from abusive contractor behavior.
Daily exposure to hostile, distressed, and adversarial callers and disputes (direct foundation for designing
voice AI agent personas, refusal flows, and de-escalation prompts).

Jan 2019 - Mar 2020
NetFix LLC
Account Manager / Customer Support Manager
Managed a team of 600 writers, overseeing quality control, plagiarism detection, and onboarding.
Guided new writers through probation period to 8/10 customer satisfaction rate.
Provided daily multi-channel support (chat, phone, internal messaging) to customers and writers across English-
speaking markets.
Prevented refunds and chargebacks through effective negotiation techniques and proactive conflict resolution.

Flyhacks
Customer Support Manager Nov 2017 - Jan 2019
Supported customers using an online ticket booking system: guided through the booking process, managed
bookings, cross-selling, and conflict resolution.
Negotiated refunds with airlines and resolved escalated booking issues through direct communication with
airline representatives.

EDUCATION & CERTIFICATIONS
Master's Degree in History Scientific Computing with Python Certification
National University of Kyiv-Mohyla Academy FreeCodeCamp.org
Verify certification at:
freecodecamp.org/certification/vitovt22/scientific-computin
Bachelor's Degree in Political Science g-with-python-v7
National University of Kyiv-Mohyla Academy
Google Data Analytics Professional Certificate
Google
Verify certification at:
https://coursera.org/verify/professional-
cert/UCJAMW5CX9TR

Introduction to Statistics
Stanford University
Verify certification at:
http://coursera.org/verify/54BB9A1FMLM4