AI Experience Engineer (Conversational AI)

Responsibilities

• Design and build Sierra Agent Studio journeys for chat, voice, and email from discovery through production rollout.
• Review transcripts, recordings, and analytics to identify failures, transfers, and opportunities for journey optimization.
• Map unhappy paths and implement safe, accurate answers or clean human handoffs for edge cases.
• Own journey-level containment and CSAT targets, staged rollouts, and prioritization of improvements.
• Partner with product groups to scope journeys, maintain them as products change, and define required APIs.
• Implement authentication, step-up verification, compliance language, and hallucination guardrails.
• Design Genesys handoffs with accurate summaries and authentication context.
• Build simulation and regression suites with evidence that changes do not break existing behavior.
• Monitor latency, errors, and drop-offs in SumoLogic and Grafana and own alerts and incident response.
• Tune voice experiences, including latency, filler phrases, interruptions, personality, and tone.
• Serve as the technical owner for the Sierra relationship and escalate platform issues and roadmap requests.

Requirements

• 3–5 years of frontend software engineering experience or equivalent experience in Solutions Engineering, Conversational AI, or Technical Product roles.
• Working knowledge of LLM agent behavior, including instructions, tool calls, knowledge retrieval, and failure modes.
• Experience building evaluations for non-deterministic systems, including test sets, simulations, LLM-as-judge systems, and regression gates.
• Ability to read API specifications, collaborate on REST and GraphQL integrations, and reason about authorization and permission scopes.
• Working knowledge of JavaScript and TypeScript, including building and maintaining coded journeys and API integrations within conversational AI platforms.
• Experience with production rollouts, monitoring, log analysis, and incident response.
• Ability to understand operations procedures, analyze transcripts, measure customer outcomes, and communicate clearly with non-engineers.
• Preferred experience with Sierra Agent Studio or comparable platforms such as Decagon, Ada, Kore.ai, Google CCAI, or Amazon Lex/Connect.
• Preferred voice AI experience, including speech-to-text, text-to-speech, latency tuning, and barge-in handling.
• Preferred experience with Genesys, contact-center systems, conversation design, UX writing, or regulated industries and frameworks including UDAAP, FDCPA, TCPA, PCI, and SOC 2.

Benefits

• Competitive annual salary of $140K–$180K CAN and a stock option plan.
• Medical, dental, and vision insurance coverage.
• Flexible paid time off.
• Professional growth and development opportunities.
• Paid parental leave.
• Health and wellness initiatives.