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 secure, 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.

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