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Senior Conversational AI Engineer - Google GECX & Dialogflow CX
Full-time
About us
Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation. Apexon brings together distinct core competencies – in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering and UX, and our deep expertise in BFSI, healthcare, and life sciences – to help businesses capitalize on the unlimited opportunities digital offers. Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients’ toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon now has a global presence of 15 offices and 10 delivery centers across four continents.
We enable \#HumanFirstDigital
Role Summary
We are seeking an experienced Conversational AI / GECX Engineer to design, build, and deploy conversational and agentic AI solutions using Google Gemini Enterprise for Customer Experience (GECX) for a health insurance customer. The role will own the end-to-end delivery of member-facing virtual agents, agent-assist capabilities, and AI-powered customer experience automation. The solutions will be grounded in health plan and clinical knowledge sources and designed with robust security, Responsible AI controls, and full HIPAA compliance.
Key Responsibilities
Design, develop, and deploy conversational AI agents on GECX for health insurance member self-service use cases, including: Eligibility and coverage, Benefits inquiries, Claims status and support, Prior authorization, Find-a-doctor services, Premium and bill payments and Pharmacy-related inquiries
Build agentic, multi-step task flows using Gemini models, including intent design, entity modeling, playbooks, prompt engineering, orchestration, and fulfillment logic.
Develop and integrate REST APIs and webhooks to connect GECX with enterprise systems such as claims, eligibility, CRM, pharmacy, and FHIR-based healthcare services.
Configure Agent Assist capabilities for live customer service representatives, including contextual knowledge surfacing, suggested responses, and automated call summarization.
Configure CX Insights and analytics to measure containment, customer satisfaction, average handle time, intent performance, fallback rates, and opportunities for continuous tuning.
Establish feedback loops for intent optimization, prompt refinement, knowledge improvement, and conversational experience enhancement.
Implement HIPAA-compliant security and governance controls for PHI handling, secure authentication, authorization, audit logging, data access, and human escalation.
Implement Responsible AI guardrails, including response grounding, safety controls, hallucination mitigation, sensitive-data protection, and escalation to appropriate human or clinical roles.
Design graceful fallback, recovery, and agent-handoff experiences across member-facing journeys.
Manage agent versions, environments, configurations, releases, and CI/CD deployments using Terraform and Google Cloud DevOps tooling.
Develop and maintain technical design specifications, solution architecture diagrams, API documentation, configuration guides, and operational runbooks.
Partner with business stakeholders, compliance teams, clinical stakeholders, engineering teams, and contact-center teams to translate requirements into scalable, secure, and user-centric CX solutions.
Support testing, troubleshooting, performance optimization, production monitoring, and ongoing enhancement of deployed conversational AI solutions.
Mandatory Skills Required
7\+ years of experience in conversational AI, virtual-agent development, or contact-center AI solutions.
Hands-on expertise in Google Gemini Enterprise for Customer Experience (GECX). GECX experience is mandatory.
Strong hands-on experience with Google Dialogflow CX.
Strong experience with Generative AI, large language models, Retrieval-Augmented Generation, prompt engineering, grounding, and playbook-based orchestration.
Experience designing agentic and multi-step conversational workflows using Gemini models.
Proficiency in conversational design principles, including: Intent modeling, Entity design, Dialog and state management, Context handling, Fallback and recovery strategies, Fulfillment design and Graceful human-agent handoff
Proficiency in Python, JavaScript / Node.js, and JSON.
Strong experience designing and integrating RESTful APIs and webhooks.
Hands-on experience with Google Cloud Platform services, including: Vertex AI, Cloud Functions, Cloud Run, Pub/Sub. BigQuery and Identity and Access Management
Experience integrating conversational AI platforms with enterprise backend systems and data sources.
Understanding of HIPAA-compliant solution design, PHI protection, secure authentication, access controls, audit logging, and data governance.
Experience implementing Responsible AI controls and secure escalation mechanisms.
Strong analytical, problem-solving, communication, stakeholder-management, and technical-documentation skills.
Nice to Have Skills
Experience delivering conversational AI solutions for health insurance member services.
Knowledge of healthcare processes such as eligibility, benefits, claims, prior authorization, provider search, payments, and pharmacy services.
Familiarity with FHIR services and healthcare interoperability patterns.
Experience grounding Generative AI solutions in plan documents, policy information, clinical content, and enterprise knowledge repositories.
Experience configuring Agent Assist features such as knowledge recommendations, suggested responses, and interaction summarization.
Familiarity with contact-center analytics and operational metrics, including containment, CSAT, AHT, fallback rates, and intent-level performance.
Experience with Terraform, infrastructure as code, and Google Cloud CI/CD and DevOps tooling.
Experience creating architecture diagrams, technical design specifications, operational documentation, and configuration guides.
Familiarity with testing, monitoring, observability, release management, and production support for enterprise conversational AI platforms.
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Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.
Our Perks and Benefits
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