About this role
Key Responsibilities: • Platform Development & Optimization: • Design, develop, test, and deploy advanced conversational AI agents using Google Dialogueflow (ES/CX) and/or Voiceflow. • Lead efforts to identify, analyze, and rectify gaps and inefficiencies in existing chat conversations across Highmark's various member and provider portals. • Optimize NLU models, intent recognition, entity extraction, and dialogue management to improve accuracy and user satisfaction. • Implement advanced dialogue flows, contextual understanding, and personalized responses. • Integration & Architecture: • Integrate conversational AI solutions with internal and external APIs, databases, CRM systems, and other Highmark platforms. • Design and implement webhook integrations for dynamic content retrieval and business logic execution. • Work closely with backend developers, data scientists, and product managers to define integration requirements and ensure robust, scalable solutions. • Gap Analysis & Improvement: • Conduct thorough analysis of chat transcripts, user feedback, and conversational analytics to pinpoint areas for improvement (e.g., frequently asked unhandled questions, dead ends, poor resolution rates). • Propose and implement strategies to enhance conversation flows, add new intents, refine responses, and improve overall bot efficacy. • Develop and maintain comprehensive testing strategies, including unit, integration, and user acceptance testing for conversational flows. • Collaboration & Mentorship: • Collaborate with UX/UI designers, content strategists, and business stakeholders to translate business requirements into effective conversational designs. • Provide technical leadership and mentorship to junior developers on conversational AI best practices, tools, and methodologies. • Participate in code reviews, architectural discussions, and agile sprint planning sessions. • Documentation & Best Practices: • Create and maintain detailed documentation for conversational AI designs, development processes, and operational procedures. • Stay abreast of the latest advancements in conversational AI, NLU, and related technologies, recommending new tools and approaches as appropriate. Required Qualifications: • Bachelor's degree in Computer Science, Software Engineering, Artificial Intelligence, or a related technical field. • 10+ years of experience in software development, with at least 3 years focused specifically on conversational AI development. • Proven hands-on experience with either Google Dialogueflow ES and/or CX (preferred) or Voiceflow. • Strong proficiency in at least one modern programming language (e.g., Python, Node.js, Java) for webhook development and backend integrations. • Experience with API design and integration (RESTful APIs, JSON). • Solid understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and dialogue management principles. • Experience with version control systems (e.g., Git). • Demonstrated ability to analyze conversational data to identify trends, pain points, and areas for improvement. • Excellent problem-solving skills and attention to detail. • Strong communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.