Build conversational AI journeys remotely for Upgrade using Sierra Agent Studio, JavaScript/TypeScript, and customer-focused experience design.
As an AI Experience Engineer, you will own Upgrade’s customer-facing agent across chat, voice, and email. You will translate servicing workflows into production journeys, optimize conversations, and improve containment across Personal Loans, Card, BNPL, HELOC, and Deposits. The work spans engineering, product, and customer operations, with accountability for protected, accurate resolutions.
Key Responsibilities: Design and build Sierra journeys from discovery through production rollout
Review transcripts, recordings, and analytics to ship journey improvements
Handle failed payments, identity mismatches, delinquent accounts, and unsupported requests




Run staged rollouts and own containment and CSAT targets
Design Genesys handoffs with accurate summaries and authentication context
Requirements: Three to five years of frontend software engineering experience
Understanding of LLM instructions, tool calls, retrieval, and failure modes
Experience building simulations, evaluations, test sets, and regression gates
Ability to read API specifications and reason about authorization scopes
Working knowledge of JavaScript or TypeScript and REST or GraphQL
Own production conversational experiences through journey design, testing, monitoring, optimization, and careful customer-centered execution.

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📌 Conversational AI Experience Engineer (Manitoba)
🏢 Kenyan Edu
📍 Manitoba