Conversational Ai Experience Engineer

Build conversational AI journeys remotely for Upgrade using Sierra Agent Studio, JavaScript/TypeScript, and customer-focused experience design.As an AI Experience Engineer, you will own Upgrade’s customer-facing agent across chat, voice, and email. You will translate servicing workflows into production journeys, optimize conversations, and improve containment across Personal Loans, Card, BNPL, HELOC, and Deposits. The work spans engineering, product, and customer operations, with accountability for safe, accurate resolutions.Key Responsibilities:
Design and build Sierra journeys from discovery through production rolloutReview transcripts, recordings, and analytics to ship journey improvementsHandle failed payments, identity mismatches, delinquent accounts, and unsupported requestsRun staged rollouts and own containment and CSAT targetsDesign Genesys handoffs with accurate summaries and authentication contextRequirements:
Three to five years of frontend software engineering experienceUnderstanding of LLM instructions, tool calls, retrieval, and failure modesExperience building simulations, evaluations, test sets, and regression gatesAbility to read API specifications and reason about authorization scopesWorking knowledge of JavaScript or TypeScript and REST or GraphQLOwn production conversational experiences through journey design, testing, monitoring, optimization, and careful customer-centered execution.
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