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 conversational AI d

📌 AI/ML/Gen AI Engineer (Bengaluru)
🏢 Ascendion
📍 Bengaluru