Sr Advisor- Developer (Dialog Flow)

<p>Key Responsibilities:</p><p> • Platform Development & Optimization:</p><p> • Design, develop, test, and deploy advanced conversational AI agents using Google Dialogueflow (ES/CX) and/or Voiceflow.</p><p> • Lead efforts to identify, analyze, and rectify gaps and inefficiencies in existing chat conversations across Highmark's various member and provider portals.</p><p> • Optimize NLU models, intent recognition, entity extraction, and dialogue management to improve accuracy and user satisfaction.</p><p> • Implement advanced dialogue flows, contextual understanding, and personalized responses.</p><p> • Integration & Architecture:</p><p> • Integrate conversational AI solutions with internal and external APIs, databases, CRM systems, and other Highmark platforms.</p><p> • Design and implement webhook integrations for dynamic content retrieval and business logic execution.</p><p> • Work closely with backend developers, data scientists, and product managers to define integration requirements and ensure robust, scalable solutions.</p><p> • Gap Analysis & Improvement:</p><p> • 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).</p><p> • Propose and implement strategies to enhance conversation flows, add new intents, refine responses, and improve overall bot efficacy.</p><p> • Develop and maintain comprehensive testing strategies, including unit, integration, and user acceptance testing for conversational flows.</p><p> • Collaboration & Mentorship:</p><p> • Collaborate with UX/UI designers, content strategists, and business stakeholders to translate business requirements into effective conversational designs.</p><p> • Provide technical leadership and mentorship to junior developers on conversational AI best practices, tools, and methodologies.</p><p> • Participate in code reviews, architectural discussions, and agile sprint planning sessions.</p><p> • Documentation & Best Practices:</p><p> • Create and maintain detailed documentation for conversational AI designs, development processes, and operational procedures.</p><p> • Stay abreast of the latest advancements in conversational AI, NLU, and related technologies, recommending new tools and approaches as appropriate.</p><p>Required Qualifications:</p><p> • Bachelor's degree in Computer Science, Software Engineering, Artificial Intelligence, or a related technical field.</p><p> • 10+ years of experience in software development, with at least 3 years focused specifically on conversational AI development.</p><p> • Proven hands-on experience with either Google Dialogueflow ES and/or CX (preferred) or Voiceflow.</p><p> • Strong proficiency in at least one modern programming language (e.g., Python, Node.js, Java) for webhook development and backend integrations.</p><p> • Experience with API design and integration (RESTful APIs, JSON).</p><p> • Solid understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and dialogue management principles.</p><p> • Experience with version control systems (e.g., Git).</p><p> • Demonstrated ability to analyze conversational data to identify trends, pain points, and areas for improvement.</p><p> • Excellent problem-solving skills and attention to detail.</p><p> • Strong communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.</p>