AI Conversation Developer

Lincare•Clearwater, FL

About The Position

This employee works to design, build, and optimize end-to-end voice-first experiences. Focuses on telephony and voice bots, combining NLU, prompt engineering, automation, and backend integrations to create data-driven, highperforming conversational experiences Works across both the "front end" of the conversation (dialog design, NLU, prompts, call flows) and the "back end" (APIs, logic, data, integrations), using real interaction data and metrics to continuously improve performance

Requirements

Bachelor's Degree in Computer Science, Engineering, Information Systems, Data Science, or equivalent practical experience, Required
2-4 years with conversational AI, IVR, or contact center voice bots, Required
Hands-on with NLU platforms (intents, entities, training, evaluation) and/or LLM-based components, Required
backend development or scripting (e.g. JavaScript, Python, or similar) for automation and integrations, Required
integrating with REST APIs, webhooks, or event-based systems, Required
Familiarity with structured and semi-structured data (JSON, databases, logs), Required
Strong understanding of voice interaction patterns and conversational design principles
translate business processes and call flows into technical NLU models, prompts, and automation logic
Data-driven mindset, comfortable working with metrics, logs, and transcripts to debug and optimize
Clear communication for working with non-technical stakeholders in operations and business teams
Strong sense of ownership across both conversational experience and underlying technical implementation

Nice To Haves

Previous direct healthcare information technology background
contact center platforms, CCaaS, or telephony/IVR systems
evaluation and testing frameworks for NLU and conversational flows
Understanding of security, compliance, and data-handling considerations in voice/contact center environments

Responsibilities

Designs, builds, and maintains voice-first conversational flows for contact centers, IVR, and telephony channels
Configures and optimizes NLU for voice use cases (intents, entities, training phrases, confidence handling, disambiguation)
Designs voice prompts and dialog strategies, including error handling, reprompts, confirmations, and escalation logic
Works with ASR/TTS and voice settings to balance accuracy, latency, and user experience
Implements routing, call handling logic, and escalation paths to live agents where needed
Designs, tests, and refines prompts for LLMs and AI components that support voice interactions (reasoning, summarization, routing, knowledge lookup, etc.)
Implements guardrails, system instructions, and structured prompting patterns for reliability and compliance
Uses call logs and transcripts to improve NLU accuracy, reduces misclassifications, as well as tune prompts and flows
Builds and maintains evaluation sets and scenarios for regression testing of NLU models and prompts changes
Implements backend automation logic to fulfill user intents (lookups, updates, workflows, decisions)
Integrates with internal and external systems (CRMs, ticketing tools, databases, APIs, RPA, etc.)
Handles error states, fallbacks, and edge cases to ensure stable and predictable automation
Maintains configuration, mappings, and business rules that drive conversational and automation behavior
Defines and tracks key metrics such as containment rate, transfer rate, error rate, call duration, and completion rate
Analyzes logs, transcripts, and metrics to identify improvement opportunities in NLU, flows, and automation
Runs experiments (A/B tests, controlled changes) on prompts, flows, and logic, as well as evaluate impact using data
Contributes to dashboards and reporting for stakeholders on voice bot and automation performance
Works closely with operations, product, and business stakeholders to translate real-world call scenarios into conversational designs and automation logic
Owns the lifecycle from design and implementation to testing, deployment, and continuous improvement
Creates and maintains clear documentation for flows, NLU configurations, prompts, integrations, and KPIs