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 recent 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

📌 Dialogue Flow (Chennai)
🏢 Thryve Digital Health
📍 Chennai