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 robust attention to conversation tone

Ability to build evaluations for non-deterministic AI systems

Clear 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 (Winnipeg)
🏢 Kenyan Edu
📍 Winnipeg