Upgrade - AI Experience Engineer (Conversational AI)

• Journey creation: Design and build Sierra journeys in Agent Studio for chat, voice and email, from discovery with operations through production rollout • Journey creation: • Optimization: Review transcripts, recordings and analytics every week, find where conversations fail or transfer, and ship fixes to journey logic, instructions and knowledge • Optimization: • 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 • Edge case handling: • Containment: Own containment and CSAT targets per journey, run staged rollouts (1% → 100%), and prioritize the work that moves those numbers most • Containment: • 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 • Product partnership: • Safety and compliance: Apply tiered authentication and step-up verification, verbatim compliance language and guardrails against hallucination and off-policy answers • Safety and compliance: • Handoffs: Design transfers to human agents in Genesys with accurate summaries and auth context • Handoffs: • Testing: Build simulation and regression suites so every journey change ships with evidence it did not break existing behavior • Testing: • Monitoring: Watch latency, errors and drop-offs in SumoLogic and Grafana, and own the alerts • Monitoring: • Voice tuning: Latency, filler phrases, interruptions, personality and tone • Voice tuning: • Sierra relationship: Be the technical owner on our side, escalate platform issues and shape roadmap asks • Sierra relationship: • What We Look For: • 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