Optimize Upgrade’s AI agent remotely by analyzing conversations, strengthening edge cases, and improving containment across chat, voice, and email.This AI Experience Engineer role focuses on the full lifecycle of customer journeys built in Sierra Agent Studio. You will read transcripts, recordings, and analytics, identify failures or transfers, and ship improvements to logic, instructions, and knowledge. You will partner with product groups and operations to keep servicing flows accurate as products change.Key Responsibilities:
Analyze weekly transcripts, recordings, and conversation analyticsImprove instructions, knowledge, logic, and voice experienceMap unhappy paths to correct answers or clean human handoffsMonitor latency, errors,



and drop-offs in SumoLogic and GrafanaBuild simulations and regression suites for journey changesRequirements:
Three to five years of frontend engineering or equivalent experienceProduct and customer mindset with robust attention to conversation toneAbility to build evaluations for non-deterministic AI systemsClear writing for operations, compliance, and legal partnersProduction ownership covering rollouts, monitoring, logs, and incidentsApply analytical judgment, conversational design, and technical depth to improve Upgrade AI journeys and customer resolution quality.
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📌 Ai Journey Optimization Engineer (Winnipeg)
🏢 Kenyan Edu
📍 Winnipeg