AI Experience Engineer (Conversational AI)

Role overview

Own the design and ongoing improvement of customer service journeys handled by conversational AI across chat, voice, and email. You will translate service procedures into production experiences, work across product, engineering, and operations, and measure whether customers get accurate, safe resolutions or a well-prepared handoff to a human agent.

Responsibilities

- Design and launch conversational journeys, working with operations teams to understand customer needs and service workflows. - Review conversation records and performance data regularly, then improve flow logic, instructions, and supporting knowledge. - Plan for exceptions such as failed payments, identity mismatches, overdue accounts, and unsupported requests. - Track resolution without human transfer, customer satisfaction, transfer quality, and hallucination rates; use staged launches to improve results. - Coordinate with product teams on new and changing services, and define the integrations the agent needs. - Apply authentication steps, required compliance wording, and safeguards against inaccurate or unauthorized responses. - Build simulations and regression checks, monitor service health, and design human handoffs with useful summaries and authentication context.

Requirements

- Three to five years of frontend engineering experience, or comparable experience in solutions engineering, conversational AI, or technical product work. - Working knowledge of LLM agents, including instructions, tool use, retrieval, and common failure modes. - Experience evaluating variable AI outputs using test sets, simulations, model-based judging, or regression gates. - Ability to read API specifications, work with engineers on REST or GraphQL integrations, and reason about permissions. - Working knowledge of JavaScript or TypeScript and experience owning production rollouts, monitoring, log analysis, or incident response. - Strong writing and collaboration skills, with a customer-focused approach to service quality.

Nice to have

- Experience with conversational agent platforms, voice AI, speech processing, or contact center handoffs. - Background in financial services or another regulated industry, or experience in conversation design or UX writing.

Benefits and work setup

- Listed compensation is $140,000–$180,000 in Canadian dollars, plus stock options. - Medical, dental, and vision coverage, flexible paid time off, paid parental leave, and wellness initiatives are offered.