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 rollout Review transcripts, recordings, and analytics to ship journey improvements Handle failed payments, identity mismatches, delinquent accounts, and unsupported requests Run staged rollouts and own containment and CSAT targets Design Genesys handoffs with accurate summaries and authentication context Requirements:

Three to five years of frontend software engineering experience Understanding of LLM instructions, tool calls, retrieval, and failure modes Experience building simulations, evaluations, test sets, and regression gates Ability to read API specifications and reason about authorization scopes Working knowledge of JavaScript or TypeScript and REST or GraphQL Own production conversational experiences through journey design, testing, monitoring, optimization, and careful customer-centered execution.

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