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AI Experience Engineer (Conversational AI) at Upgrade. Location Information: Anywhere in the World. . Headquarters:. Canada (Remote) . . About the Role:. An AI Experience Engineer owns the full lifecycle of the journeys our customers have with Upgrade's AI agent on chat, voice and email: creation, optimization, edge case handling and containment growth. They build journeys in Sierra's no-code tooling, partner with Upgrade's product groups to bring their servicing flows to the agent, and are accountable for whether the agent resolves the customer's issue safely, accurately and without a human.. . We are hiring an AI Experience Engineer to own Upgrade's customer-facing AI agent. You will sit between engineering, product and customer operations. You will turn servicing workflows, such as making a payment, checking loan details, updating an address or enabling autopay, into production journeys and keep improving them after launch. . You will build and own the journeys end to end, from first draft to steady state. The work is part builder, part analyst: design the flow, handle the edge cases, read the transcripts, and keep raising containment. Containment, CSAT, transfer quality and hallucination rate are your metrics.. . Within your first year, you will own a portfolio of journeys across products (Personal Loans, Card, BNPL, HELOC, Deposits) and help set the standards for how Upgrade builds, tests and ships AI experiences.. . . . Our Core Technologies. . Sierra Agent Studio (no-code journeys), Sierra simulations and conversation analytics, GraphQL and REST APIs (as journey tools), Genesys (contact center handoff), SumoLogic, Grafana, SQL, Javascript/Typescript, Claude and other LLM tools.. . . . What You'll Do. . • . Journey creation:. Design and build Sierra journeys in Agent Studio for chat, voice and email, from discovery with operations through production rollout. . • . Optimization:. Review transcripts, recordings and analytics every week, find where conversations fail or transfer, and ship fixes to journey logic, instructions and knowledge. . • . Edge case handling: . Map the unhappy paths (failed payments, mismatched identity, delinquent accounts, unsupported requests) and make sure each ends in a correct answer or a clean handoff. . • . Containment:. Own containment and CSAT targets per journey, run staged rollouts (1% → 100%), and prioritize the work that moves those numbers most. . • . Product partnership:. Work with product groups (Personal Loans, Card, BNPL, Deposits) to scope new journeys, keep journeys current as products change, and define the APIs the agent needs. . • . Safety and compliance:. Apply tiered authentication and step-up verification, verbatim compliance language and guardrails against hallucination and off-policy answers. . • . Handoffs:. Design transfers to human agents in Genesys with accurate summaries and auth context. . • . Testing:. Build simulation and regression suites so every journey change ships with evidence it did not break existing behavior. . • . Monitoring: . Watch latency, errors and drop-offs in SumoLogic and Grafana, and own the alerts. . • . Voice tuning:. Latency, filler phrases, interruptions, personality and tone. . • . Sierra relationship: . Be the technical owner on our side, escalate platform issues and shape roadmap asks. . . . What We Look For:. . • 3–5 years of Frontend Software Engineering experience, or equivalent experience in Solutions Engineering, Conversational AI or Technical Product roles. . • Working knowledge of how LLM agents behave: instructions, tool calls, knowledge retrieval, and where each one fails. . • Experience building evaluations for non-deterministic systems: test sets, simulations, LLM-as-judge, regression gates. . • Enough technical depth to read API specs, work with backend engineers on REST and GraphQL integrations, and reason about authorization and permission scopes. . • Working knowledge of JavaScript/TypeScript, with the ability to build and maintain coded journeys and integrate APIs within conversational AI platforms.. . • Product and customer mindset: you understand ops procedures, you read transcripts, care about tone, and measure success by whether the customer's problem got solved. . • Ownership in production: rollouts, monitoring, log analysis and incident response. . • Clear writing and the ability to work with non-engineers in operations, compliance and legal. . . . Nice To Have:. . • Hands-on experience with Sierra Agent Studio, or a comparable no-code agent platform (Decagon, Ada, Kore.ai, Google CCAI, Amazon Lex/Connect). . • Voice AI experience: speech-to-text, text-to-speech, latency tuning, barge-in handling. . • Contact center systems such as Genesys, and agent handoff design. . • Background in fintech or another regulated industry (UDAAP, FDCPA, TCPA, PCI, SOC 2). . • Conversation design or UX writing experience. . . . What We Offer You: . . • Competitive salary ($140K-$180K CAN) and stock option plan. . • Paid coverage of medical, dental and vision insurance . . • Flexible PTO. . • Opportunities for professional growth and development. • Paid parental leave. . • Health & wellness initiatives. . To apply:. . https://weworkremotely.com/remote-jobs/upgrade-ai-experience-engineer-conversational-ai.