18 hours ago
Remote, CanadaMid Level / Senior
Base Salary
$140k - $180k/yr
Responsibilities
- Design and develop Sierra Agent Studio journeys for chat, voice, and email from discovery through production deployment.
- Analyze transcripts, recordings, and analytics to identify failures, transfers, and opportunities to improve autonomous resolution.
- Map and manage edge cases such as declined payments, identity mismatches, delinquent accounts, and unsupported requests.
- Own autonomous-resolution and CSAT targets, conduct staged rollouts, and prioritize high-impact improvements.
- Partner with product teams to define new journeys, maintain integrations as products change, and specify required APIs.
- Implement authentication, enhanced verification, compliance wording, and safeguards against hallucinations and policy violations.
- Design Genesys handoffs with accurate summaries and authentication context.
- Create simulation and regression-test suites and monitor latency, errors, and abandonment in SumoLogic and Grafana.
- Optimize voice interactions, including latency, transitions, interruptions, personality, and tone.
- Act as Upgrade’s technical owner for Sierra-related issues and roadmap requests.
Requirements
- 3–5 years of software development experience, or equivalent experience in technical solutions, conversational AI, or technical product management.
- Practical understanding of LLM-agent behavior, including instructions, tool calls, knowledge retrieval, and failure modes.
- Experience designing evaluations for nondeterministic systems, including test sets, simulations, LLM-as-judge evaluation, and regression thresholds.
- Technical ability to read API specifications, collaborate on REST and GraphQL integrations, and reason about authorization and permission scopes.
- Product- and customer-oriented approach with the ability to understand operational procedures, analyze transcripts, and measure customer-problem resolution.
- Production ownership experience covering deployments, monitoring, log analysis, and incident response.
- Clear writing and ability to work with nontechnical stakeholders in operations, compliance, and legal.
- Preferred: hands-on experience with Sierra Agent Studio or comparable no-code agent platforms such as Decagon, Ada, Kore.ai, Google CCAI, or Amazon Lex/Connect.
- Preferred: voice AI experience with speech-to-text, text-to-speech, latency optimization, and barge-in handling.
- Preferred: experience with Genesys or other contact-center systems and agent handoff design.
- Preferred: fintech or regulated-industry experience, including UDAAP, FDCPA, TCPA, PCI, or SOC 2.
- Preferred: conversational design or UX writing experience.
- English language proficiency is required for interaction with Upgrade staff worldwide.
Benefits
- Company-paid medical, dental, and vision insurance.
- Flexible paid time off.
- Professional growth and development opportunities.
- Paid parental leave.
- Health and wellness initiatives.
- The work may be performed in a contact center, office, or remotely depending on business needs and the nature of the role; remote employees must maintain a secure, productive workspace and reliable internet connection.
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.