# AI Experience Engineer (Conversational AI) Source: https://realanalystjobs.com/job/ai-experience-engineer-conversational-ai-upgrade-60508ed1 AI Experience Engineer (Conversational AI) at Upgrade, based in Canada - Remote. Experience level: 5 Years. Pay stated in the posting: $140K-$180K. Posted on 13 October 2026, read from Upgrade's own careers page (Greenhouse), which RealAnalystJobs re-checks daily and removes the role when it closes. Updated 15 November 2026. ## Key facts - Company: [Upgrade](https://realanalystjobs.com/companies/upgrade) - Location: Canada - Remote - Pay stated in the posting: $140K-$180K - Posted: Oct 13, 2026 - Employment type: Full time - Experience level: 5 Years - Source: Upgrade's careers page (Greenhouse), re-checked daily Skills: [SQL](https://realanalystjobs.com/skills/sql) ## Visa sponsorship The posting does not say. Upgrade had H-1B petitions approved for 29 workers in fiscal year 2026 (USCIS). That is history, not a promise for this role. [See the record](https://realanalystjobs.com/companies/upgrade#h1b-record) ## About this role Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B. We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people. 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 • Testing: Build simulation and regression suites so every journey change ships with evidence it did not break existing behavior • Monitoring: Watch latency, errors and drop-offs in SumoLogic and Grafana, and own the alerts • Voice tuning: Latency, filler phrases, interruptions, personality and tone • Sierra relationship: Be the technical owner on our side, escalate platform issues and shape roadmap asks What We Look For: • 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: instructions, tool calls, knowledge retrieval, and where each one fails • Experience building evaluations for non-deterministic systems: test sets, simulations, LLM-as-judge, regression gates • Enough technical depth to read API specs, work with backend engineers on REST and GraphQL integrations, and reason about authorization and permission scopes • Working knowledge of JavaScript/TypeScript, with the ability to build and maintain coded journeys and integrate APIs within conversational AI platforms. • Product and customer mindset: you understand ops procedures, you read transcripts, care about tone, and measure success by whether the customer's problem got solved • Ownership in production: rollouts, monitoring, log analysis and incident response • Clear writing and the ability to work with non-engineers in operations, compliance and legal Nice To Have: • Hands-on experience with Sierra Agent Studio, or a comparable no-code agent platform (Decagon, Ada, Kore.ai, Google CCAI, Amazon Lex/Connect) • Voice AI experience: speech-to-text, text-to-speech, latency tuning, barge-in handling • Contact center systems such as Genesys, and agent handoff design • Background in fintech or another regulated industry (UDAAP, FDCPA, TCPA, PCI, SOC 2) • Conversation design or UX writing experience What We Offer You: • Competitive salary ($140K-$180K CAN) and stock option plan • Paid coverage of medical, dental and vision insurance • Flexible PTO • Opportunities for professional growth and development • Paid parental leave • Health & wellness initiatives Environmental & Working Cond Description from Upgrade's public careers feed, reproduced so you can read the role here. Apply on the company's own site; Real Analyst Jobs never submits anything for you. ## How to apply Open [this role on Real Analyst Jobs](https://realanalystjobs.com/job/ai-experience-engineer-conversational-ai-upgrade-60508ed1) and use Apply now there to reach the employer's application. The listing is re-checked against Upgrade's careers page daily and removed when it closes. ## Upgrade 2 open analyst roles on Real Analyst Jobs. [More roles at Upgrade](https://realanalystjobs.com/companies/upgrade) ## More like this ### Other open roles at Upgrade - [Merchant Risk Data Analyst](https://realanalystjobs.com/job/merchant-risk-data-analyst-upgrade-0637c1e7), Atlanta Georgia, USA (On-site) - [Corporate FP&A Manager](https://realanalystjobs.com/job/corporate-fp-and-a-manager-upgrade-b6b9b864), San Francisco California, USA (On-site) - [Data analyst jobs in Canada](https://realanalystjobs.com/jobs/data-analyst-jobs-in-canada) - [Analyst job market report](https://realanalystjobs.com/analyst-job-market) - [What analyst roles pay](https://realanalystjobs.com/blog/data-analyst-salaries) ## Sources and links - [This role on Real Analyst Jobs](https://realanalystjobs.com/job/ai-experience-engineer-conversational-ai-upgrade-60508ed1) - [Upgrade on Real Analyst Jobs](https://realanalystjobs.com/companies/upgrade) - [All analyst jobs](https://realanalystjobs.com/jobs)