Développeur(-euse) Expérience IA (IA conversationnelle)
Core
Design, optimize, and manage end-to-end customer journey flows for Upgrade's AI agent across chat, voice, and email channels to improve autonomous resolution rates and customer satisfaction.
Role type
Senior IC AI Experience Developer (Conversational AI)
Builds
Production AI agent flows for financial services (loans, cards, BNPL, deposits)
Domain
Fintech / Conversational AI
Deliverable
production ML models
Required skills
LLM behavior (instructions, tool calls, RAG), non-deterministic system evaluation (LLM-as-judge, regression tests), API specification reading, REST/GraphQL integration, production deployment & monitoring, cross-functional collaboration
Preferred skills
No-code agent platforms (Sierra, Decagon, Ada, Kore.ai, Google CCAI, Amazon Lex/Connect), voice AI (STT, TTS, latency, barge-in), contact center systems (Genesys), fintech regulations (UDAAP, FDCPA, TCPA, PCI, SOC 2), conversational design
Technologies
Sierra Agent Studio, Genesys, SumoLogic, Grafana, SQL, JavaScript/TypeScript, Claude, GraphQL, REST
Responsibilities
Design and develop Sierra flows for chat, voice, and email; analyze transcriptions and metrics to optimize flow logic and knowledge base; map and resolve edge cases (failed payments, identity mismatches); manage autonomous resolution targets and CSAT; partner with product teams to define new flow scopes and required APIs; implement multi-factor authentication and compliance guardrails; design handoffs to human agents in Genesys with accurate summaries; create simulation and regression test suites; monitor latency, errors, and drop-offs in SumoLogic/Grafana; optimize voice interactions (latency, transitions, interruptions, tone); act as technical liaison with Sierra platform team
Seniority
Senior, hands-on IC
