Développeur(-euse) Expérience IA (IA conversationnelle)

Hiring company: Upgrade Headquarters: Canada (Remote) Upgrade helps its clients move in the right direction through affordable and responsible financial products. Since 2017, we have helped more than 7.5 million customers access more than $42 billion in consumer credit. By relentlessly focusing on improving our customers' financial well-being, we develop products that help them save and support them toward a better financial future. We are backed by some of the best investors in the technology space and were recently valued at $7.3 billion. We are constantly recognized for our culture of collaboration and inclusion. Most recently, we were ranked among the Top Fintech Companies Worldwide by CNBC, Best Places to Work by Built In and the San Francisco Business Times, Best Places to Work in America by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by the Phoenix Business Journal. We are looking for new team members who are excited about designing and delivering new and better products. Join us and help build a better financial future for millions of people. About the Role An AI Experience Developer is responsible for the complete lifecycle of the journeys our customers experience with Upgrade's AI agent through chat, phone, and email: creation, optimization, edge case management, and increasing autonomous resolution rates. This person designs journeys in Sierra's no-code tools, collaborates with Upgrade's product teams to integrate their service processes into the agent, and is accountable for the agent's ability to resolve the customer's problem safely, accurately, and without human intervention. We are seeking an AI Experience Developer to own Upgrade's customer-facing AI agent. You will bridge development, product, and customer operations teams. You will transform service processes, such as making a payment, reviewing loan details, updating an address, or enabling pre-authorized payments, into production journeys, and you will continue to improve them after launch. You will design and manage journeys end-to-end, from initial draft to full maturity. The work is both that of a builder and an analyst: designing the journey, managing edge cases, reading transcripts, and continuously increasing the autonomous resolution rate. Autonomous resolution rate, customer satisfaction (CSAT), transfer quality, and hallucination rate are your key metrics. Over your first year, you will own a portfolio of journeys spanning all our products (personal loans, credit card, buy now pay later (BNPL), home equity line of credit (HELOC), deposits) and will help establish the standards by which Upgrade designs, tests, and deploys its AI experiences. Our Core Technologies Sierra Agent Studio (no-code journeys), Sierra conversation simulations and analytics, GraphQL and REST APIs (as journey tools), Genesys (transfer to contact center), SumoLogic, Grafana, SQL, JavaScript/TypeScript, Claude, and other LLM tools. What You'll Do • Journey Creation: Design and develop Sierra journeys in Agent Studio for chat, voice, and email, from the discovery phase with operations through production deployment • Optimization: Analyze transcripts, recordings, and analytics data weekly, identify where conversations fail or are transferred, and deploy fixes to journey logic, instructions, and the knowledge base • Edge Case Management: Map problematic scenarios (failed payments, identity mismatch, delinquent accounts, unsupported requests) and ensure each concludes with an accurate answer or smooth transfer • Autonomous Resolution: Own autonomous resolution and CSAT targets for each journey, drive progressive rollouts (1% → 100%), and prioritize work with the highest impact on these metrics • Product Partnership: Collaborate with product teams (personal loans, credit card, BNPL, deposits) to define scope for new journeys, keep journeys up-to-date as products evolve, and define the APIs the agent needs • Security and Compliance: Implement multi-factor authentication and enhanced verification, precise compliance language, and safeguards against hallucinations and policy-noncompliant responses • Transfers: Design transfers to human agents in Genesys with accurate summaries and authentication context • Testing: Build simulation suites and regression test cases so every journey change is deployed with proof it doesn't break existing behavior • Monitoring: Track latency, errors, and abandonment in SumoLogic and Grafana, and own alerting • Voice Optimization: Latency, transition phrases, interruptions, personality, and tone • Sierra Relationship: Act as the technical lead on our side, escalate platform issues, and guide roadmap requests What We're Looking For • 3 to 5 years of software development experience, or equivalent experience in technical solutions roles, conversational AI, or technical product management • Hands-on knowledge of LLM agent behavior: instructions,