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AI Experience Engineer (Conversational AI)

1 week ago
Canada
Full-time
Mid Level
AI Engineer
Software Development
Grafana GraphQL JavaScript REST API SQL TypeScript
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Upgrade

Upgrade

Upgrade is a fintech unicorn founded in 2017, offering personal loans, credit cards, and rewards checking. They provide loans up to $50,000 with low fixed rates, free credit monitoring, and quick funding. Upgrade aims to help customers build a secure f...

Banks
201-500
Founded 2016
$307M raised
View All Jobs 11

Description

  • Design and build Sierra Agent Studio journeys for chat, voice, and email from operational discovery through production rollout.
  • Convert servicing workflows, including payments, loan details, address updates, and autopay, into end-to-end AI agent experiences.
  • Review conversation transcripts, recordings, and analytics weekly to identify failures, transfers, and improvement opportunities.
  • Map edge cases and unhappy paths to deliver accurate resolutions or clean handoffs to human agents.
  • Own containment, CSAT, transfer quality, and hallucination-rate targets for assigned journeys.
  • Run staged journey rollouts and prioritize improvements that increase successful self-service resolution.
  • Partner with product teams to scope new journeys, maintain existing flows as products change, and define required APIs.
  • Apply authentication, verification, compliance language, and guardrails against hallucinations and off-policy responses.
  • Design Genesys handoffs with accurate customer summaries and authentication context.
  • Build simulation and regression test suites; monitor latency, errors, and drop-offs in SumoLogic and Grafana.

Requirements

  • 3–5 years of frontend software engineering experience, or equivalent experience in solutions engineering, conversational AI, or technical product roles.
  • Working knowledge of LLM-agent behavior, including instructions, tool calls, knowledge retrieval, and failure modes.
  • Experience evaluating non-deterministic systems through test sets, simulations, LLM-as-judge, and regression gates.
  • Ability to read API specifications and collaborate on REST and GraphQL integrations, authorization, and permission scopes.
  • Working knowledge of JavaScript/TypeScript and ability to build coded journeys and API integrations in conversational AI platforms.
  • Experience with production rollouts, monitoring, log analysis, and incident response.
  • Customer and product mindset, including understanding operational procedures, analyzing transcripts, and measuring successful issue resolution.
  • Clear writing and ability to collaborate with operations, compliance, legal, and other non-engineering stakeholders.
  • Experience with Sierra Agent Studio or comparable no-code agent platforms such as Decagon, Ada, Kore.ai, Google CCAI, or Amazon Lex/Connect (preferred).
  • Experience with voice AI, Genesys or other contact-center handoff systems, fintech or regulated industries, or conversation design/UX writing (preferred).

Benefits

  • Competitive salary of $140K–$180K CAD and stock option plan.
  • Medical, dental, and vision insurance coverage.
  • Flexible PTO.
  • Professional growth and development opportunities.
  • Paid parental leave.
  • Health and wellness initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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