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Salary: CAD 140,000 - 180,000 / annual
Upgrade is seeking an AI Experience Developer to own the full lifecycle of customer journeys with Upgrade's AI agent across chat, phone, and email channels. You will design, optimize, manage edge cases, and drive autonomous resolution rates for conversational AI experiences.
In this role, you'll bridge development, product, and customer operations teams. You'll transform service processes—such as processing payments, reviewing loan details, updating addresses, and enabling autopay—into production-ready AI agent journeys, then continuously improve them post-launch. You'll design and manage journeys end-to-end, from initial conception to full maturity, acting as both builder and analyst: designing flows, handling edge cases, analyzing transcripts, and systematically increasing autonomous resolution rates.
Key responsibilities include:
- Creating journeys in Sierra Agent Studio (no-code platform) for chat, voice, and email from discovery through production deployment
- Weekly analysis of transcripts, recordings, and analytics to identify failure points and deploy fixes to journey logic, instructions, and knowledge bases
- Mapping problematic scenarios (declined payments, identity mismatches, delinquent accounts, unsupported requests) and ensuring each resolves accurately or transfers smoothly
- Owning autonomous resolution and CSAT targets for each journey, managing progressive rollouts (1% → 100%), and prioritizing high-impact work
- Partnering with product teams (personal loans, cards, BNPL, deposits, HELOC) to scope new journeys, keep journeys current as products evolve, and define required APIs
- Implementing multi-factor authentication, enhanced verification, exact compliance language, and guardrails against hallucinations and policy violations
- Designing handoffs to human agents in Genesys with accurate summaries and authentication context
- Building simulation and regression test suites to ensure each journey change deploys safely
- Monitoring latency, errors, and abandonment in SumoLogic and Grafana; owning alert response
- Optimizing voice experiences for latency, transitions, interruptions, personality, and tone
- Acting as technical lead with Sierra, escalating platform issues and guiding roadmap requests
Key technologies: Sierra Agent Studio, Sierra conversation analytics, GraphQL and REST APIs, Genesys, SumoLogic, Grafana, SQL, JavaScript/TypeScript, Claude, and other LLM tools.
Requirements:
- 3–5 years of software development experience, or equivalent in technical solutions, conversational AI, or technical product management roles
- Practical knowledge of LLM agent behavior: instructions, tool calls, retrieval-augmented generation, and failure modes
- Experience designing evaluations for non-deterministic systems: test sets, simulations, LLM-as-judge, regression thresholds
- Technical depth to read API specs, collaborate with backend engineers on REST/GraphQL integrations, and reason about permissions and scopes
- Product and customer mindset: understanding operational procedures, reading transcripts, valuing tone, measuring success by customer problem resolution
- Production ownership sense: deployments, monitoring, log analysis, incident response
- Clear writing and ability to work with non-technical stakeholders in operations, compliance, and legal
Bonus qualifications:
- 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 optimization, barge-in handling
- Knowledge of contact center systems like Genesys and agent handoff design
- Fintech or regulated-industry experience (UDAAP, FDCPA, TCPA, PCI, SOC 2)
- Conversational design or UX writing background
