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 analytics
- Improve instructions, knowledge, logic, and voice experience
- Map unhappy paths to correct answers or clean human handoffs
- Monitor latency, errors, and drop-offs in SumoLogic and Grafana




- Build simulations and regression suites for journey changes

Requirements:

- Three to five years of frontend engineering or equivalent experience
- Product and customer mindset with strong attention to conversation tone
- Ability to build evaluations for non-deterministic AI systems
- Transparent writing for operations, compliance, and legal partners
- Production ownership covering rollouts, monitoring, logs, and incidents

Apply analytical judgment, conversational design, and technical depth to improve Upgrade AI journeys and customer resolution quality.

📌 AI Journey Optimization Engineer (Canada)
🏢 Kenyan Edu
📍 Canada