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.
