AI体验开发师（对话式AI）

_Upgrade helps its customers 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 money and support them toward a better financial future. We are backed by some of the best investors in the technology sector and were recently valued at $7.3 billion._

_We are consistently recognized for our culture of collaboration and inclusion. Most recently, we were named among the World's Best Fintech Companies by CNBC, Best Places to Work by Built In and the San Francisco Business Times, America's Best Workplaces by Newsweek, Best "Startup" Employer by Forbes, and Healthiest Employers by the Phoenix Business Journal._

_We are looking for new team members who are enthusiastic about designing and offering new and better products. Join us and help build a better financial future for millions of people._

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#### **About the role**

An AI Experience Developer is responsible for the complete lifecycle of the journeys our customers experience with Upgrade's AI agent via chat, phone and email: creation, optimization, edge case management and increasing the autonomous resolution rate. This person designs journeys in Sierra's no-code tools, collaborates with Upgrade's product groups 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 looking for an AI Experience Developer to take charge of Upgrade's customer-facing AI agent. You will act as the link between the development, product and customer operations teams. You will turn service processes, such as making a payment, viewing loan details, updating an address or activating pre-authorized payments, into production journeys, and you will continue to improve them after launch.

You will design and manage the journeys from A to Z, from the first draft to full maturity. The work is both that of a builder and an analyst: designing the journey, managing edge cases, reviewing transcripts and continuously increasing the autonomous resolution rate. Autonomous resolution rate, customer satisfaction (CSAT), transfer quality and hallucination rate are your key indicators. During your first year, you will be responsible for a portfolio of journeys covering all of our products (personal loans, card, buy now, pay later (BNPL), home equity line of credit (HELOC), deposits) and will help set the standards by which Upgrade designs, tests and deploys its 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 transfers), SumoLogic, Grafana, SQL, JavaScript/TypeScript, Claude and other LLM tools.

#### **What you will do**

- **Journey creation:** Design and build Sierra journeys in Agent Studio for chat, voice and email, from the discovery phase with operations through to production deployment
- **Optimization:** Analyze transcripts, recordings and analytics data each week, identify where conversations fail or are transferred, and deploy fixes to journey logic, instructions and the knowledge base
- **Edge case management:** Map problematic scenarios (declined payments, identity mismatches, overdue accounts, unsupported requests) and ensure each one ends with an accurate answer or a smooth transfer
- **Autonomous resolution:** Own the autonomous resolution and CSAT targets for each journey, run progressive rollouts (1% → 100%) and prioritize the work with the greatest impact on these indicators
- **Product partnership:** Collaborate with product groups (personal loans, card, BNPL, deposits) to define the scope of new journeys, keep journeys up to date as products evolve, and define the APIs the agent needs
- **Security and compliance:** Apply multi-level authentication and enhanced verification, the exact compliance wording, and guardrails against hallucinations and responses that do not comply with policies
- **Transfers:** Design transfers to human agents in Genesys with accurate summaries and authentication context
- **Testing:** Create simulation and regression test suites so that every journey change is deployed with proof that it does not alter existing behavior
- **Monitoring:** Track latency, errors and abandonments in SumoLogic and Grafana, and be responsible for alerts
- **Voice optimization:** Latency, transition phrases, interruptions, personality and tone
- **Sierra relationship:** Act as the technical lead on our side, escalate platform issues and direct roadmap requests

#### **What we are looking for**

- 3 to 5 years of software development experience, or equivalent experience in technical solutions, conversational AI or technical product management roles
- Practical knowledge of LLM agent behavior: instructions, tool calls, knowledge retrieval, and the failure points of each
- Experience designing evaluations for non-deterministic systems: test sets, simulations, LLM-as-judge, regression thresholds
- Sufficient technical proficiency to read API specifications, collaborate with backend developers on REST and GraphQL integrations, and reason about authorizations and permission scopes
- A product- and customer-focused mindset: you understand operational procedures, read transcripts, care about tone and measure success by how well the customer's problem is resolved
- Production accountability: deployments, monitoring, log analysis and incident response
- Clear writing and the ability to work with non-technical stakeholders in operations, compliance and legal teams

#### **Additional assets**

- Hands-on experience with Sierra Agent Studio or a comparable no-code agent platform (Decagon, Ada, Kore.ai, Google CCAI, Amazon Lex/Connect)
- Experience in voice AI: speech-to-text, text-to-speech, latency optimization, barge-in handling
- Knowledge of contact center systems such as Genesys and of designing transfers to agents
- Experience in fintech or another regulated sector (UDAAP, FDCPA, TCPA, PCI, SOC 2)
- Experience in conversation design or UX writing

#### **What we offer**

- Competitive salary ($140K-$180K) and stock option plan
- Company-paid medical, dental and vision insurance
- Flexible paid time off
- Growth and professional development opportunities
- Paid parental leave
- Health and wellness initiatives

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#### **Language requirement**

English language is required for this position, as it involves interacting with staff at Upgrade's offices worldwide.

_English is required for this position, since it involves interactions with staff at Upgrade's offices internationally._

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#### **Working and environmental conditions**

The work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and adhere to work processes, schedules and established service expectations.

Employees regularly enter, retrieve and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The position requires the ability to receive and exchange information with customers, colleagues, supervisors and cross-functional partners through the available means of communication, which may include meetings, emails, phone calls and digital collaboration tools, and may involve real-time exchanges, verbal or in person, depending on business needs.

Duties may include handling a high volume of inbound and/or outbound customer interactions as well as work activities using telecommunication and computer systems. The position requires the ability to read, analyze and interpret information displayed on a computer screen and to maintain a working posture for long periods, in accordance with the requirements of the position.

Work may be performed in a contact center, an office or remotely, depending on business needs and the nature of the position. On-site work environments may include shared workspaces, standard office lighting and moderate background noise typical of customer service or operational environments.

Remote employees are responsible for maintaining a secure and productive workspace with a reliable Internet connection that supports company systems and protects the confidentiality of company and customer information.

_Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position, in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws._

_We are an equal opportunity employer and we value diversity within our company. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status or disability status._

_Upgrade does not accept unsolicited resumes from recruiting agencies, search firms or any other third party. Any resume submitted to an Upgrade employee without a prior, valid written agreement in place will be considered Upgrade's property, and Upgrade will not be obligated to pay referral or placement bonuses. Agencies must obtain prior written approval from Upgrade's talent acquisition department to submit candidates, and only if a valid, duly signed agreement is in effect._