Job Description

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 current 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 conversat

📌 Sr Advisor- Developer (Hyderabad)
🏢 enGen Global
📍 Hyderabad