AI Experience Engineer – Conversational AI

Upgrade, Inc.

. Own the full lifecycle of customer journeys with Upgrade's AI agent across chat, voice and email .

Posted 10/13/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$140,000 - CA$180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer journeys using AI agents, with a strong focus on API integration, compliance, and performance monitoring. Proficient in frontend software engineering, particularly in JavaScript/TypeScript, with a customer-centric approach to problem-solving and operational excellence.

Highest-signal resume keywords

Frontend Software EngineeringJavaScript/TypeScriptAPI IntegrationConversational AICustomer Journey Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API SpecsRESTGraphQLTest SetsSimulationsRegression GatesMonitoringLog AnalysisIncident ResponseEvaluation Building

Soft Skills

Clear WritingCollaborationCustomer MindsetProblem-Solving

Tools & Technologies

Agent StudioGenesysSumoLogicGrafana

Industry Keywords

Conversational AICustomer SatisfactionComplianceOperational ProceduresNon-Deterministic Systems

Tech Stack

Tools & technologies

GrafanaGraphQLJavaScriptTypeScript

About the role

Key responsibilities & impact

Own the full lifecycle of customer journeys with Upgrade's AI agent across chat, voice and email
Design and build Sierra journeys in Agent Studio from operations discovery through production rollout
Review transcripts, recordings and analytics weekly; identify failures or transfers and ship fixes to journey logic, instructions and knowledge
Map unhappy paths and ensure correct answers or clean human handoffs
Own containment and CSAT targets, run staged rollouts from 1% to 100%, and prioritize improvements
Partner with product groups across Personal Loans, Card, BNPL and Deposits to scope and maintain journeys and define required APIs
Apply tiered authentication, step-up verification, compliance language and hallucination/off-policy guardrails
Design Genesys human-agent transfers with accurate summaries and authentication context
Build simulation and regression suites for journey changes
Monitor latency, errors and drop-offs in SumoLogic and Grafana and own alerts
Tune voice experiences, including latency, filler phrases, interruptions, personality and tone
Act as Upgrade's technical owner for the Sierra relationship, escalating platform issues and shaping roadmap requests

Requirements

What you’ll need

3–5 years of Frontend Software Engineering experience, or equivalent experience in Solutions Engineering, Conversational AI or Technical Product roles
Working knowledge of how LLM agents behave: instructions, tool calls, knowledge retrieval, and where each one fails
Experience building evaluations for non-deterministic systems: test sets, simulations, LLM-as-judge, regression gates
Enough technical depth to read API specs, work with backend engineers on REST and GraphQL integrations, and reason about authorization and permission scopes
Working knowledge of JavaScript/TypeScript, with the ability to build and maintain coded journeys and integrate APIs within conversational AI platforms.
Product and customer mindset: you understand ops procedures, you read transcripts, care about tone, and measure success by whether the customer's problem got solved
Ownership in production: rollouts, monitoring, log analysis and incident response
Clear writing and the ability to work with non-engineers in operations, compliance and legal

Benefits

Comp & perks

Competitive salary ($140K-$180K CAN)
Stock option plan
Paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives