AI Experience Engineer – Conversational AI

🔥 4 minutes ago

🇨🇦 Canada – Remote

💵 $140k - $180k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ LLM Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Upgrade, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💼 Consulting

🛡️ Insurance

📋 Compliance

Consulting • Insurance • Compliance

Upgrade, Inc. is a company that focuses on providing personalized experiences on its website and mobile application through the use of cookies and other tracking technologies. The company emphasizes user privacy and allows users, particularly those in California, to opt out of the sharing of personal information for cross-context behavioral advertising. Upgrade, Inc. collects information such as user preferences or device details to enhance site functionality and deliver tailored product and service information. It prioritizes the functionality of its site through essential cookies while offering options for users to manage their privacy settings and consent preferences.

📋 Description

• 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

• 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

• 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