AI Experience Engineer — Conversational AI Journeys

Upgrade, Inc.; Montreal (administrative region); Presencial; CAD 140.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary CAN 140K–180K

Stock option plan

Medical/dental/vision insurance

Parental leave

Professional growth opportunities

Descripción de la vacante

Upgrade, Inc. is seeking an AI Experience Engineer to own customer-facing AI journeys across chat, voice and email.

You will design, implement and continuously improve production journeys using Sierra Agent Studio, partnering with product and customer operations to ensure safe, accurate and timely resolutions. In this role you will own end-to-end journeys across Personal Loans, Card, BNPL and more, setting standards for how Upgrade builds, tests and ships AI experiences while maintaining

Formación

• 3–5 years of frontend software engineering or equivalent in related roles.
• Experience with LLM agents: instructions, tool calls, retrieval, and failures.
• Ability to read APIs and reason about authorization and permissions.
• Ownership of production rollouts, monitoring and incident response.

Responsabilidades

• Design and build Sierra journeys in Agent Studio for chat, voice and email.
• Review transcripts and analytics weekly; fix failures and transfers.
• Map edge cases like failed payments and identity mismatches.
• Own containment and CSAT targets with staged rollouts.
• Collaborate with product groups to scope journeys and define needed APIs.
• Apply safety and guardrails to prevent hallucinations and off-policy answers.
• Design transfers to human agents with summaries and auth context.
• Build simulation and regression suites for journey changes.
• Monitor latency, errors and drop-offs; manage alerts.
• Tune voice latency, tone and interruptions.
• Escalate platform issues and shape Sierra roadmap.

Conocimientos

Frontend engineering

Conversational AI

Operations mindset

Ownership in production

Herramientas

Sierra Agent Studio

API specs

REST/GraphQL

Descripción del empleo

Upgrade, Inc. is seeking an AI Experience Engineer to own customer-facing AI journeys across chat, voice and email.

You will design, implement and continuously improve production journeys using Sierra Agent Studio, partnering with product and customer operations to ensure safe, accurate and timely resolutions. In this role you will own end-to-end journeys across Personal Loans, Card, BNPL and more, setting standards for how Upgrade builds, tests and ships AI experiences while maintaining