Remote Conversational AI Experience Engineer

Upgrade; United States; Remote; USD 98,000 - 127,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Flexible PTO

Professional Growth

Parental Leave

Health & Wellness

Job summary

Upgrade is hiring an AI Experience Engineer to own Upgrade’s customer-facing AI agent journeys across chat, voice and email. You will sit between engineering, product and customer operations, turning servicing workflows into production journeys and improving them after launch.

You will build and own the journeys end to end, from first draft to steady state, with a focus on containment, CSAT, transfer quality and minimizing hallucinations.

Qualifications

• 3-5 years of frontend software engineering or equivalent experience in solutions engineering or technical product roles.
• Working knowledge of how LLM agents behave: instructions, tool calls, knowledge retrieval, and failure modes.
• Ability to read API specs, work with backend engineers on REST/GraphQL integrations, and reason about authorization and permission scopes.

Responsibilities

• Journey creation: design and build Sierra journeys for chat, voice and email from discovery to production rollout.
• Optimization: review transcripts, recordings and analytics weekly to fix conversations and transfers.
• Edge case handling: map unhappy paths and ensure correct answers or clean handoffs.
• Containment: own CSAT targets, staged rollouts, and prioritize improvements that move metrics.

Skills

Frontend software engineering

Conversational AI

JavaScript/TypeScript

REST/GraphQL integrations

Tools

Sierra Agent Studio

Genesys

GraphQL

REST APIs

Job description

Upgrade is hiring an AI Experience Engineer to own Upgrade’s customer-facing AI agent journeys across chat, voice and email. You will sit between engineering, product and customer operations, turning servicing workflows into production journeys and improving them after launch.

You will build and own the journeys end to end, from first draft to steady state, with a focus on containment, CSAT, transfer quality and minimizing hallucinations.