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Job details:
enGen Global is looking for a Senior Developer - DialogFlow (ES/CX) and/or Voiceflow for Chennai/Hyderabad locations.
Key Responsibilities:
• Platform Development & Optimization:
• Design, develop, test, and deploy advanced conversational AI agents using Google DialogFlow (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 dialog management to improve accuracy and user satisfaction.
• Implement advanced dialog 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.
• 10+ years of experience in software development, with at least 6 years focused specifically on conversational AI development.
• Proven hands-on experience with either Google DialogFlow 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 dialog 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.
About enGen Global
enGen Global is at the forefront of healthcare's Global Capability Centers (GCC) in India, dedicated to creating powerful and innovative solutions that have a transformative impact on lives. The company's cutting-edge solutions empower healthcare partners to manage their operations through comprehensive, proven platforms, enabling them to focus on their core strengths – delivering positive experiences to healthcare consumers and ensuring excellence in service and care. enGen Global’s wide-ranging solutions encompass IT Health Plan and IT Health Consumer Solutions, Application and Platform Management, Enterprise Solutions and Transformations, Development, Testing, Diversified Business Solutions, and Business Process Services. Operating within India's thriving landscape of emerging GCCs, enGen Global boasts a robust partner ecosystem, incorporating best-in-class engineering processes, tools, solution accelerators, talent, research, and co-innovation capabilities.
We believe our people are our greatest asset. The diverse perspectives that our talent bring to our global workforce are foundational to our success. enGen Global is proud to be an equal opportunity employer, committed to fostering a culture of integrity, diversity, and inclusion. We do not discriminate based on any protected characteristic.
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