17 hours ago
Remote, CanadaMid Level / Senior
Responsibilities
- Design and build Sierra Agent Studio journeys for chat, voice, and email from discovery through production rollout.
- Review transcripts, recordings, and analytics to identify failures, transfers, and opportunities for journey optimization.
- Map unhappy paths and implement safe, accurate answers or clean human handoffs for edge cases.
- Own journey-level containment and CSAT targets, staged rollouts, and prioritization of improvements.
- Partner with product groups to scope journeys, maintain them as products change, and define required APIs.
- Implement authentication, step-up verification, compliance language, and hallucination guardrails.
- Design Genesys handoffs with accurate summaries and authentication context.
- Build simulation and regression suites with evidence that changes do not break existing behavior.
- Monitor latency, errors, and drop-offs in SumoLogic and Grafana and own alerts and incident response.
- Tune voice experiences, including latency, filler phrases, interruptions, personality, and tone.
- Serve as the technical owner for the Sierra relationship and escalate platform issues and 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 LLM agent behavior, including instructions, tool calls, knowledge retrieval, and failure modes.
- Experience building evaluations for non-deterministic systems, including test sets, simulations, LLM-as-judge systems, and regression gates.
- Ability to read API specifications, collaborate on REST and GraphQL integrations, and reason about authorization and permission scopes.
- Working knowledge of JavaScript and TypeScript, including building and maintaining coded journeys and API integrations within conversational AI platforms.
- Experience with production rollouts, monitoring, log analysis, and incident response.
- Ability to understand operations procedures, analyze transcripts, measure customer outcomes, and communicate clearly with non-engineers.
- Preferred experience with Sierra Agent Studio or comparable platforms such as Decagon, Ada, Kore.ai, Google CCAI, or Amazon Lex/Connect.
- Preferred voice AI experience, including speech-to-text, text-to-speech, latency tuning, and barge-in handling.
- Preferred experience with Genesys, contact-center systems, conversation design, UX writing, or regulated industries and frameworks including UDAAP, FDCPA, TCPA, PCI, and SOC 2.
Benefits
- Competitive annual salary of $140K–$180K CAN and a stock option plan.
- Medical, dental, and vision insurance coverage.
- Flexible paid time off.
- Professional growth and development opportunities.
- Paid parental leave.
- Health and wellness initiatives.
Tech Stack
Categories
About Upgrade
Upgrade builds consumer credit and banking products delivered online and via mobile, including personal loans, the Upgrade credit card, and checking and savings accounts. It serves U.S. consumers and earns revenue from lending interest and card and deposit-related fees. Founded in 2016 and headquartered in San Francisco, the privately held company also offers credit monitoring and lines of credit, and partners with banks to originate loans and cards.