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About the Role

An AI Experience Engineer owns the full lifecycle of the journeys our customers have with Upgrade's AI agent on chat, voice and email: creation, optimization, edge case handling and containment growth. They build journeys in Sierra's no-code tooling, partner with Upgrade's product groups to bring their servicing flows to the agent, and are accountable for whether the agent resolves the customer's issue safely, accurately and without a human.

We are hiring an AI Experience Engineer to own Upgrade's customer-facing AI agent. You will sit between engineering, product and customer operations. You will turn servicing workflows, such as making a payment, checking loan details, updating an address or enabling autopay, into production journeys and keep improving them after launch. You will build and own the journeys end to end, from first draft to steady state. The work is part builder, part analyst: design the flow, handle the edge cases, read the transcripts, and keep raising containment. Containment, CSAT, transfer quality and hallucination rate are your metrics.

Within your first year, you will own a portfolio of journeys across products (Personal Loans, Card, BNPL, HELOC, Deposits) and help set the standards for how Upgrade builds, tests and ships AI experiences.

Our Core Technologies

Sierra Agent Studio (no-code journeys), Sierra simulations and conversation analytics, GraphQL and REST APIs (as journey tools), Genesys (contact center handoff), SumoLogic, Grafana, SQL, Javascript/Typescript, Claude and other LLM tools.

What You'll Do

• Journey creation: Design and build Sierra journeys in Agent Studio for chat, voice and email, from discovery with operations through production rollout
• Optimization: Review transcripts, recordings and analytics every week, find where conversations fail or transfer, and ship fixes to journey logic, instructions and knowledge
• Edge case handling: Map the unhappy paths (failed payments, mismatched identity, delinquent accounts, unsupported requests) and make sure each ends in a correct answer or a clean handoff
• Containment: Own containment and CSAT targets per journey, run staged rollouts (1% → 100%), and prioritize the work that moves those numbers most
• Product partnership: Work with product groups (Personal Loans, Card, BNPL, Deposits) to scope new journeys, keep journeys current as products change, and define the APIs the agent needs
• Safety and compliance: Apply tiered authentication and step-up verification, verbatim compliance language and guardrails against hallucination and off-policy answers
• Handoffs: Design transfers to human agents in Genesys with accurate summaries and auth context