Conversational AI Developer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Design and create Sierra journeys in Agent Studio for chat, voice, and email, from initial discovery to production deployment.

• Analyze weekly transcripts, recordings, and analytics data to optimize logic, instructions, and the knowledge base.

• Identify problematic scenarios and ensure accurate responses or a smooth handoff process.

• Take ownership of self-service resolution and CSAT targets, lead phased rollouts, and prioritize impactful tasks.

• Collaborate with product teams to define new journeys, maintain existing ones, and outline the necessary APIs.

• Implement multi-step authentication, enhanced verification, compliance labeling, and safeguards against inaccuracies.

• Design handoffs to human agents in Genesys, providing accurate summaries and authentication context.

• Develop simulation and regression-testing suites.

• Monitor latency, errors, and abandonments using Sumo Logic and Grafana, and manage alerts effectively.

• Enhance the voice experience by optimizing latency, transition phrases, interruptions, personality, and tone.

• Act as the technical lead for Sierra, escalate platform issues, and assist in shaping roadmap requests.

• Manage the complete lifecycle of Upgrade’s AI agent journeys across chat, phone, and email.

⛳️ Requirements

• 3–5 years of experience in software development or equivalent experience in technical solutions, conversational AI, or technical product management roles.

• Practical understanding of LLM agent behavior, including instructions, tool calls, knowledge retrieval, and failure modes.

• Experience in designing evaluations for non-deterministic systems, including test sets, simulations, LLM-as-judge evaluations, and regression thresholds.

• Adequate technical proficiency to read API specifications, collaborate with backend developers on REST and GraphQL integrations, and understand authorization and permission scopes.

• Understanding of operational procedures, transcript review, attention to tone, and measuring success through customer issue resolution.

• Strong production ownership, including deployments, monitoring, log analysis, and incident response.

• Excellent writing skills with the ability to communicate effectively with non-technical stakeholders in operations, compliance, and legal teams.

• Proficiency in the English language is required for this role.

• Preferred: hands-on 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 ($140K–$180K).

• Stock option plan.

• Company-paid medical, dental, and vision insurance.

• Flexible paid time off.

• Opportunities for professional growth and development.

• Paid parental leave.

• Health and wellness initiatives.