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Upgrade
AI Experience Engineer
Remote · Anywhere in the World · Full time · Mid level
About the role
Own the full lifecycle of customer journeys with Upgrade's AI agent on chat, voice and email. Build, optimize, and improve AI-driven servicing flows to resolve customer issues safely and accurately without human intervention.
What you’ll do
• Design and build Sierra journeys for chat, voice and email. • Review transcripts and analytics to optimize journeys. • Handle edge cases and ensure correct answers or handoffs. • Own containment and CSAT targets per journey. • Partner with product groups to scope and update journeys.
What you’ll bring
• 3–5 years frontend software or equivalent experience. • Knowledge of LLM agent behavior and failures. • Experience building evaluations for non-deterministic systems. • Technical depth in API specs and integrations. • Proficient in JavaScript/TypeScript for coded journeys.
Life at Upgrade
Competitive salary and stock options, paid medical, dental and vision insurance, flexible PTO, paid parental leave, and health & wellness initiatives.
About Upgrade
Upgrade is a fintech company providing personal loans, cards, BNPL, HELOC, and deposit products with AI-driven customer service.