Upgrade Inc.
AI Experience Engineer (Conversational AI)
Canada (Remote) · Mid
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About the role
- You will sit between engineering, product and customer operations.
- You will turn servicing workflows, such as making a payment, checking loan details, updating an address or enabling autopay, into production journeys and keep improving them after launch.
- Containment, CSAT, transfer quality and hallucination rate are your metrics.
Responsibilities
- Journey creation: Design and build Sierra journeys in Agent Studio for chat, voice and email, from discovery with operations through production rollout
- Containment: Own containment and CSAT targets per journey, run staged rollouts (1% → 100%), and prioritize the work that moves those numbers most
- Handoffs: Design transfers to human agents in Genesys with accurate summaries and auth context
- Testing: Build simulation and regression suites so every journey change ships with evidence it did not break existing behavior
- Monitoring: Watch latency, errors and drop-offs in SumoLogic and Grafana, and own the alerts
- Contact center systems such as Genesys, and agent handoff design
- Conversation design or UX writing experience
Requirements
- Clear writing and the ability to work with non-engineers in operations, compliance and legal
- Working knowledge of how LLM agents behave: instructions, tool calls, knowledge retrieval, and where each one fails
Nice to have
- Hands-on experience with Sierra Agent Studio, or a comparable no-code agent platform (Decagon, Ada, Kore.ai, Google CCAI, Amazon Lex/Connect)
- Voice AI experience: speech-to-text, text-to-speech, latency tuning, barge-in handling
- Background in fintech or another regulated industry (UDAAP, FDCPA, TCPA, PCI, SOC 2)
- Opportunities for professional growth and development
Compensation
- Competitive salary ($140K-$180K CAN) and stock option plan
Benefits
- Competitive salary ($140K-$180K CAN) and stock option plan
- Paid coverage of medical, dental and vision insurance
- Paid parental leave
- Health & wellness initiatives
Company info
- An AI Experience Engineer owns the full lifecycle of the journeys our customers have with Upgrade's AI agent on chat, voice and email: creation, optimization, edge case handling and containment growth.
This listing is sourced directly from Upgrade Inc.'s careers page and normalized into a canonical job model.