Conversational AI Developer

Upgrade, Inc.

. Design and develop Sierra journeys in Agent Studio for chat, voice, and email, from discovery through production deployment .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and developing AI agent journeys across chat, voice, and email, with a strong focus on optimizing user experience and ensuring compliance. Proficient in analyzing data, collaborating with cross-functional teams, and managing the full lifecycle of AI solutions.

Highest-signal resume keywords

Conversational AI DevelopmentAPI Integration (REST, GraphQL)Sierra Agent StudioVoice AI OptimizationProduction Ownership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software DevelopmentLLM Agent Behavior AnalysisSimulation DesignRegression TestingLog Analysis

Soft Skills

Clear Writing SkillsCollaboration with Non-Technical Stakeholders

Tools & Technologies

Sierra Agent StudioGenesysSumo LogicGrafana

Industry Keywords

FintechConversational DesignUX WritingCompliance

Tech Stack

Tools & technologies

GrafanaGraphQL

About the role

Key responsibilities & impact

Design and develop Sierra journeys in Agent Studio for chat, voice, and email, from discovery through production deployment
Analyze transcripts, recordings, and analytics data each week, then optimize logic, instructions, and the knowledge base
Map problematic scenarios and ensure an accurate response or a seamless handoff
Own self-service resolution and CSAT targets, lead phased rollouts, and prioritize high-impact work
Collaborate with product groups to define new journeys, keep existing journeys up to date, and define the required APIs
Implement multi-step authentication, enhanced verification, compliance labeling, and safeguards against hallucinations
Design handoffs to human agents in Genesys with accurate summaries and authentication context
Create simulation and regression-testing suites
Monitor latency, errors, and abandonments in Sumo Logic and Grafana, and manage alerts
Optimize the voice experience, including latency, transition phrases, interruptions, personality, and tone
Serve as the technical lead with Sierra, escalate platform issues, and help shape roadmap requests
Own the full lifecycle of Upgrade’s AI agent journeys across chat, phone, and email

Requirements

What you’ll need

3–5 years of software development experience, or equivalent experience in technical solutions, conversational AI, or technical product management roles
Practical understanding of LLM agent behavior, including instructions, tool calls, knowledge retrieval, and the failure modes of each
Experience designing evaluations for non-deterministic systems, including test sets, simulations, LLM-as-judge evaluations, and regression thresholds
Sufficient technical proficiency to read API specifications, collaborate with backend developers on REST and GraphQL integrations, and reason about authorization and permission scopes
Understanding of operational procedures, transcript review, attention to tone, and measuring success based on customer issue resolution
Strong production ownership, including deployments, monitoring, log analysis, and incident response
Clear writing skills and the ability to work with non-technical stakeholders in operations, compliance, and legal teams
English language proficiency is required for this position
Preferred: hands-on experience with Sierra Agent Studio or a comparable no-code agent platform
Preferred: experience with voice AI, including speech-to-text, text-to-speech, latency optimization, and interruption handling
Preferred: familiarity with Genesys and agent handoff design
Preferred: experience in fintech or another regulated industry
Preferred: experience in conversational design or UX writing

Benefits

Comp & perks

Competitive salary ($140K–$180K)
Stock option plan
Company-paid medical, dental, and vision insurance
Flexible paid time off
Professional growth and development opportunities
Paid parental leave
Health and wellness initiatives