AI Experience Engineer (Conversational AI)

Responsibilities

• 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
• 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
• Design transfers to human agents in Genesys with accurate summaries and auth context
• 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

Languages