AI Experience Engineer (Conversational AI)
Core
Own the full lifecycle of customer journeys for Upgrade's AI agent across chat, voice, and email channels, ensuring safe and accurate issue resolution without human intervention.
Role type
Senior IC AI Experience Engineer (Conversational AI)
Builds
Production AI agent journeys for servicing flows (payments, loan details, address updates, autopay) across Personal Loans, Card, BNPL, and Deposits products.
Domain
Fintech / Conversational AI
Deliverable
production ML models
Required skills
Journey design and no-code tooling, LLM agent behavior and tool calls, API integration (REST/GraphQL), JavaScript/TypeScript, simulation and regression testing, containment and CSAT optimization, handoff design to contact centers, monitoring and alerting.
Preferred skills
Voice AI tuning, contact center systems (Genesys), regulated industry background (fintech), conversation design.
Technologies
Sierra Agent Studio, SumoLogic, Grafana, SQL, GraphQL, REST APIs, Genesys, Claude, Javascript, Typescript.
Responsibilities
Design and build Sierra journeys for chat, voice, and email; review transcripts and analytics to optimize journey logic; map and resolve edge cases and unhappy paths; manage containment targets and staged rollouts; partner with product groups to scope new journeys and define APIs; implement safety guardrails and compliance language; design human handoffs with accurate summaries; build simulation and regression suites; monitor latency, errors, and drop-offs; tune voice attributes like latency and tone.
Seniority
Mid-Senior, hands-on IC
