[Hiring] AI Experience Engineer @Upgrade

Role Description

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
• 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

Qualifications

• 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

Requirements

• 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

Benefits

• 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