Dialogue Flow - Developer

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. 5+ 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.