Conversational AI Developer

Job not on LinkedIn

🔥 1 hour ago

🇨🇦 Canada – Remote

💵 $140k - $180k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 AI 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

• 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

• 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

• 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