AI Experience Engineer (Conversational AI)

About

An AI Experience Engineer owns the full lifecycle of the journeys customers have with Upgrade's AI agent on chat, voice and email.

Requirements

• 3–5 years of Frontend Software Engineering experience, or equivalent experience in Solutions Engineering, Conversational AI or Technical Product roles
• Working knowledge of how LLM agents behave
• Experience building evaluations for non-deterministic systems
• Working knowledge of JavaScript/TypeScript
• Technical depth to read API specs and work with backend engineers

Responsibilities

• Design and build Sierra journeys in Agent Studio for chat, voice and email
• Review transcripts, recordings and analytics every week to optimize performance
• Map unhappy paths and ensure correct handling or clean handoff
• Own containment and CSAT targets per journey
• Build simulation and regression suites

Benefits

• Stock option plan
• Paid coverage of medical, dental and vision insurance
• Flexible PTO
• Professional growth and development
• Paid parental leave
• Health & wellness initiatives