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Upgrade, Inc.
Upgrade, Inc.
1,001 – 5,000 Employees
ComplianceConsultingInsurance
Upgrade, Inc. provides a website and mobile app with personalized product and service information. Its digital experience uses essential cookies for site functionality and other tracking technologies to understand user preferences and device details. The company also offers privacy controls, including an option for California users to opt out of sharing personal information for cross-context behavioral advertising. Upgrade’s cookie and consent settings let users manage how their information is used.
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Conversational AI Developer

Build and improve conversational AI experiences for Upgrade, a consumer credit fintech. Design, optimize, and launch Sierra journeys that help customers resolve issues through self-service.

CACanada
$140,000 – $180,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredFrench RequiredAI EngineerMachine Learning Engineer
GrafanaGraphQL

Description

  • Design and launch Sierra journeys for chat, voice, and email, from discovery through production.
  • Review transcripts, recordings, and analytics weekly to improve journey logic, instructions, and knowledge content.
  • Identify failure scenarios and provide accurate answers or smooth handoffs.
  • Own self-service resolution and CSAT goals, manage phased launches, and prioritize high-impact improvements.
  • Work with product teams to define new journeys, maintain existing ones, and specify needed APIs.
  • Build multi-step authentication, stronger verification, compliance labels, and safeguards against hallucinations.
  • Create Genesys handoffs to human agents with clear summaries and authentication context.
  • Develop simulation and regression test suites.
  • Track latency, errors, and abandonment in Sumo Logic and Grafana, and manage alerts.
  • Improve voice interactions, including response speed, transition language, interruptions, personality, and tone.
  • Lead technical work with Sierra, escalate platform issues, and contribute to roadmap requests.
  • Manage Upgrade’s AI agent journeys across chat, phone, and email throughout their lifecycle.

Requirements

  • Bring 3–5 years of software development experience, or equivalent experience in technical solutions, conversational AI, or technical product management.
  • Understand LLM agent behavior in practice, including instructions, tool calls, knowledge retrieval, and their failure modes.
  • Have experience evaluating non-deterministic systems using test sets, simulations, LLM-as-judge methods, and regression thresholds.
  • Be able to read API specifications, work with backend developers on REST and GraphQL integrations, and reason about authorization scopes and permissions.
  • Understand operational processes, transcript review, tone, and measuring success through customer issue resolution.
  • Take ownership of production work, including deployments, monitoring, log analysis, and incident response.
  • Communicate clearly in writing and collaborate with non-technical operations, compliance, and legal stakeholders.
  • Have English proficiency.
  • Preferred: Experience with Sierra Agent Studio or a similar no-code agent platform.
  • Preferred: Experience with voice AI, including speech-to-text, text-to-speech, latency optimization, and interruption handling.
  • Preferred: Familiarity with Genesys and agent handoff design.
  • Preferred: Experience in fintech or another regulated industry.
  • Preferred: Experience in conversational design or UX writing.

Benefits

  • Competitive salary of $140,000–$180,000.
  • Stock option plan.
  • Company-paid medical, dental, and vision insurance.
  • Flexible paid time off.
  • Professional growth and development opportunities.
  • Paid parental leave.
  • Health and wellness initiatives.

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