Remote opportunity at
UpgradeDéveloppeur(-euse) Expérience IA (IA conversationnelle)
Upgrade is a Canada-headquartered financial company that offers affordable, responsibly designed financial products. The company reports that since 2017 it has helped more than 7.5 million…
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About This Role
Upgrade is a Canada-headquartered financial company that offers affordable, responsibly designed financial products. The company reports that since 2017 it has helped more than 7.5 million customers access over $42 billion in consumer credit. This full-time role is remote and suits someone who wants to shape how an AI agent serves those customers. The AI Experience Developer owns the full lifecycle of customer journeys that run through Upgrade's AI agent…
Job Description
Upgrade is a Canada-headquartered financial company that offers affordable, responsibly designed financial products. The company reports that since 2017 it has helped more than 7.5 million customers access over $42 billion in consumer credit. This full-time role is remote and suits someone who wants to shape how an AI agent serves those customers.
The AI Experience Developer owns the full lifecycle of customer journeys that run through Upgrade's AI agent on chat, phone and email. That means creating journeys, improving them, handling exceptions and raising the share of issues the agent resolves without a human. The work is built around Sierra's no-code tools and involves working with product groups to move their service processes into the agent.
Typical processes include making a payment, checking loan details, updating an address and enabling pre-authorized payments. The developer turns these into production journeys, monitors them after launch and tracks autonomous resolution, customer satisfaction, transfer quality and hallucination rate. Within the first year the role takes on a portfolio spanning personal loans, cards, buy-now-pay-later, home equity lines of credit and deposits, and helps set the standards for how the company designs, tests and deploys AI experiences.
The work mixes building and analysis and connects development, product and customer operations teams. Tools mentioned include Sierra Agent Studio, GraphQL and REST APIs, Genesys, SumoLogic, Grafana, SQL, JavaScript and TypeScript, and large language model tools such as Claude. English is required because the role involves working with staff across Upgrade offices worldwide.
Responsibilities
- Build journeys in Sierra Agent Studio for chat, voice and email, from early discovery with operations through production launch
- Review transcripts, recordings and analytics every week to find failed or transferred conversations, then ship fixes
- Map difficult scenarios such as declined payments, identity mismatches, delinquent accounts and unsupported requests
- Own autonomous resolution and satisfaction targets for each journey and run staged rollouts from 1% to 100%
- Work with product groups to scope new journeys, keep them current as products change and define the APIs the agent needs
- Apply tiered authentication, step-up verification, exact compliance wording and guardrails against hallucinated answers
- Design handoffs to human agents in Genesys with accurate summaries and authentication context
- Build simulation and regression suites so every journey change is tested before release
- Monitor latency, errors and drop-offs in SumoLogic and Grafana and own the related alerts
- Tune voice latency, filler phrases, interruption handling, personality and tone
- Serve as the technical owner of the Sierra relationship and escalate platform issues
Requirements
- 3 to 5 years of software development experience, or equivalent experience in solutions engineering, conversational AI or technical product roles
- Working knowledge of how LLM agents behave, including instructions, tool calls, knowledge retrieval and failure points
- Experience designing evaluations for non-deterministic systems, such as test sets, simulations, LLM-as-judge scoring and regression thresholds
- Enough technical depth to read API specifications, work with backend engineers on REST and GraphQL and reason about permissions
- Product and customer orientation, including reading transcripts and caring about tone
- Production ownership covering rollouts, monitoring, log analysis and incident response
- Clear writing and the ability to work with operations, compliance and legal colleagues
- English is required for this position
Qualifications
- Hands-on work with Sierra Agent Studio or a comparable no-code agent platform
- Voice AI experience with speech-to-text, text-to-speech, latency tuning and barge-in handling
- Experience with contact center systems such as Genesys and designing agent handoffs
- Background in fintech or another regulated industry, such as UDAAP, FDCPA, TCPA, PCI or SOC 2
- Conversation design or UX writing experience
Core Skills
Benefits
- Competitive salary in the $140K-$180K range plus a stock option plan
- Company-paid medical, dental and vision insurance
- Flexible paid time off
- Paid parental leave
- Opportunities for professional growth and development
- Health and wellness initiatives
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 says Upgrade is headquartered in Canada. It does not specify which provinces or countries are eligible.
What salary is listed?
The posting states a salary of $140K-$180K along with a stock option plan. It does not state the currency in the French version of the listing.
What experience is required?
The posting asks for 3 to 5 years of software development experience, or equivalent experience in solutions engineering, conversational AI or technical product roles. English is required.
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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