Remote opportunity at
UpgradeAI Experience Engineer (Conversational AI)
Upgrade is a financial company headquartered in Canada that focuses on affordable, responsibly built products. Since 2017 it says it has enabled over 7.5 million customers…
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About This Role
Upgrade is a financial company headquartered in Canada that focuses on affordable, responsibly built products. Since 2017 it says it has enabled over 7.5 million customers to reach more than $42 billion in consumer credit, and it has been recognized by several workplace and fintech rankings. The role is remote and full-time. This position is for an engineer who oversees the entire life of customer interactions handled by Upgrade's AI…
Job Description
Upgrade is a financial company headquartered in Canada that focuses on affordable, responsibly built products. Since 2017 it says it has enabled over 7.5 million customers to reach more than $42 billion in consumer credit, and it has been recognized by several workplace and fintech rankings. The role is remote and full-time.
This position is for an engineer who oversees the entire life of customer interactions handled by Upgrade's AI assistant across chat, voice and email. Responsibilities include building flows in Sierra's no-code platform, refining them after launch, handling unusual cases and getting the assistant to resolve more contacts without staff involvement. The engineer collaborates across engineering, product and customer operations.
Common scenarios include payments, loan lookups, address changes and automatic payment setup, which the engineer converts into live flows. Results are judged on containment, customer satisfaction, handoff quality and rate of incorrect answers. Over the first year the engineer manages flows spanning personal loans, cards, buy now pay later, home equity lines of credit and deposit accounts, and helps define how the organization designs, tests and rolls out AI-driven experiences.
The job blends building and analysis and relies on tools such as Sierra Agent Studio, GraphQL and REST interfaces, Genesys, SumoLogic, Grafana, SQL, JavaScript and TypeScript, and large language model products such as Claude. Applicants should bring three to five years in frontend engineering or comparable experience in solutions design, chat-based AI or technical product management.
Responsibilities
- Create Sierra flows for chat, voice and email, working from initial scoping with operations through to production
- Each week, study transcripts, call recordings and analytics to locate breakdowns and transfers, then push corrections
- Plan for problem paths such as rejected payments, mismatched identities, past-due accounts and out-of-scope requests
- Answer for containment and satisfaction goals on every flow and run gradual releases
- Partner with product teams on new flows, keep them aligned as offerings change and specify the interfaces the assistant depends on
- Implement layered authentication, extra verification when needed, exact regulatory wording and safeguards against invented answers
- Configure escalation to live agents in Genesys with precise summaries and verification context
- Create test simulations and regression checks so each change is proven not to break existing behavior
- Monitor response times, errors and abandoned sessions in SumoLogic and Grafana and manage alerting
- Fine-tune voice responsiveness, filler speech, interruption handling, character and tone
- Serve as the internal technical lead for the Sierra partnership and raise platform problems
Requirements
- Three to five years of frontend development, or comparable time working on solutions design, chat-based AI or technical product management
- Practical understanding of how LLM-based assistants act, covering directives, tool invocations, knowledge lookup and typical failure modes
- Track record building evaluation methods for unpredictable systems, including test suites, simulated conversations, model-graded scoring and regression thresholds
- Technical fluency to read API documentation, coordinate with back-end developers on REST and GraphQL, and reason about access rights
- Working proficiency in JavaScript and TypeScript for coding flows and connecting APIs to the conversational platform
- Customer-centered mindset: understands operating procedures, reviews transcripts, cares about tone and judges success by whether the issue was solved
- Accountable for production work, including releases, monitoring, log review and incident handling
- Writes clearly and collaborates with operations, compliance and legal colleagues who lack engineering backgrounds
Qualifications
- Hands-on time in Sierra Agent Studio or a similar low-code agent builder, for example one from Decagon, Ada, Kore.ai, Google or Amazon Lex/Connect
- Voice AI background covering speech recognition, speech synthesis, response-time optimization and barge-in management
- Familiarity with call center platforms such as Genesys and with designing live-agent transfers
- Experience in fintech or another heavily regulated field, dealing with rules such as UDAAP, FDCPA, TCPA, PCI or SOC 2
- Background in dialogue design or UX writing
Core Skills
Benefits
- Salary of $140K-$180K CAN, plus stock option plan
- Employer-covered medical, dental and vision plans
- Flexible vacation time
- Paid leave for new parents
- Room to grow and develop professionally
- Wellness initiatives supporting physical and mental health
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this job remote?
Yes. The posting lists the role as remote, and Upgrade is headquartered in Canada. It does not specify which provinces or countries are eligible.
What salary is listed?
The posting lists a salary of $140K-$180K CAN plus a stock option plan.
What experience is required?
The posting asks for three to five years of frontend development or comparable time in solutions design, chat-based AI or technical product management.
Is this a full-time position?
Yes. The listing is for a full-time role.
How do I apply?
The listing links to an application page on WeWorkRemotely. The posting does not describe a separate application process.
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