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Salary: CAD 140,000 - 180,000 / annual
Upgrade is hiring an AI Experience Engineer to own the full lifecycle of customer-facing AI agent journeys across chat, voice, and email channels. You will sit at the intersection of engineering, product, and customer operations, responsible for designing, building, optimizing, and monitoring conversational AI experiences that handle customer servicing workflows such as payments, loan inquiries, address updates, and autopay enablement.
In this role, you will:
• Design and build Sierra Agent Studio journeys for chat, voice, and email, from discovery through production rollout
• Review transcripts, recordings, and analytics weekly to identify failure points and ship fixes to journey logic, instructions, and knowledge
• Map unhappy paths (failed payments, identity mismatches, delinquent accounts, unsupported requests) and ensure correct resolution or clean handoffs
• Own containment and CSAT targets per journey, run staged rollouts (1% → 100%), and prioritize work that moves these metrics
• Partner with product groups (Personal Loans, Card, BNPL, Deposits, HELOC) to scope new journeys and define required APIs
• Apply tiered authentication, step-up verification, compliance language, and guardrails against hallucination
• Design transfers to human agents in Genesys with accurate summaries and auth context
• Build simulation and regression test suites to ensure journey changes don't break existing behavior
• Monitor latency, errors, and drop-offs in SumoLogic and Grafana; own alerting
• Tune voice AI for latency, filler phrases, interruptions, personality, and tone
• Serve as technical owner for Sierra platform relationship, escalate issues, and shape roadmap requests
Within your first year, you will own a portfolio of journeys across multiple products and help establish standards for how Upgrade builds, tests, and ships AI experiences.
Core technologies: Sierra Agent Studio (no-code journeys), Sierra simulations and conversation analytics, GraphQL and REST APIs, Genesys, SumoLogic, Grafana, SQL, JavaScript/TypeScript, Claude, and other LLM tools.
Requirements:
• 3–5 years of Frontend Software Engineering experience, or equivalent in Solutions Engineering, Conversational AI, or Technical Product roles
• Working knowledge of how LLM agents behave: instructions, tool calls, knowledge retrieval, and failure modes
• Experience building evaluations for non-deterministic systems: test sets, simulations, LLM-as-judge, regression gates
• Technical depth to read API specs, work with backend engineers on REST and GraphQL integrations, and reason about authorization and permission scopes
• Working knowledge of JavaScript/TypeScript, with ability to build and maintain coded journeys and integrate APIs within conversational AI platforms
• Product and customer mindset: understanding ops procedures, reading transcripts, caring about tone, measuring success by customer problem resolution
• Ownership in production: rollouts, monitoring, log analysis, and incident response
• Clear writing and ability to work with non-engineers in operations, compliance, and legal
Nice to have:
• Hands-on experience with Sierra Agent Studio or comparable no-code agent platforms (Decagon, Ada, Kore.ai, Google CCAI, Amazon Lex/Connect)
• Voice AI experience: speech-to-text, text-to-speech, latency tuning, barge-in handling
• Contact center systems such as Genesys and agent handoff design
• Background in fintech or regulated industries (UDAAP, FDCPA, TCPA, PCI, SOC 2)
• Conversation design or UX writing experience
