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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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- 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.