About Apexon :

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.

Conversational AI Engineer Google Gemini Enterprise for Customer Experience (GECX) :

Role Summary :

We are seeking an experienced Conversational AI Engineer to design, develop, and deploy enterprise-grade conversational and agentic AI solutions on Google's Gemini Enterprise for Customer Experience (GECX) platform for a leading Health Insurance customer. The ideal candidate will be responsible for the end-to-end delivery of member-facing virtual agents, AI-powered self-service experiences, agent-assist capabilities, and intelligent customer engagement solutions.

The role requires strong expertise in GECX, Dialogflow CX, Generative AI, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompt engineering, and Google Cloud technologies. The candidate will work closely with business stakeholders, compliance teams, contact center operations, and engineering teams to build scalable, secure, HIPAA-compliant customer experience solutions that enhance member engagement and operational efficiency.

Key Responsibilities :

- Design, develop, and deploy conversational AI solutions on Google Gemini Enterprise for Customer Experience (GECX).

- Build and maintain member-facing virtual agents supporting healthcare and insurance use cases such as : Eligibility Verification, Benefits Information, Claims Status, Prior Authorization, Provider Search, Pharmacy Services, Payment Support.

- Develop agentic AI workflows and multi-step conversational experiences using Gemini models.

- Design and implement : Intents, Entities, Playbooks, Prompts, Fulfillment Logic, Conversation Flows.

- Build Retrieval-Augmented Generation (RAG) solutions leveraging enterprise knowledge sources.

- Integrate conversational AI platforms with enterprise systems using REST APIs and Webhooks.

- Connect GECX with : Claims Systems, Eligibility Platforms, CRM Applications, Pharmacy Systems, FHIR-based Healthcare Services.

- Configure and optimize Agent Assist capabilities including : Knowledge Recommendations, Suggested Responses, Call Summarization, Real-Time Agent Guidance.

- Implement CX Insights and analytics to measure : Containment Rate, CSAT, Average Handle Time (AHT), Intent Accuracy, Customer Experience Metrics.

- Design and implement HIPAA-compliant AI solutions with : PHI Protection, Secure Authentication, Audit Logging, Responsible AI Controls, Human Escalation Mechanisms.

- Manage deployment pipelines, environment promotion, and release management using Terraform and GCP DevOps tooling.

- Develop technical architecture documents, solution designs, and operational documentation.

- Collaborate with business, compliance, healthcare operations, and contact center teams to deliver AI-driven CX solutions.

- Participate in solution architecture reviews, technical discussions, and continuous improvement initiatives.

Required Qualifications :

- 7+ years of experience in Conversational AI, Contact Center AI, or Customer Experience platform development.

- Hands-on expertise with : Google Gemini Enterprise for Customer Experience (GECX) (Mandatory) and Google Dialogflow CX (Mandatory).

- Strong experience building conversational AI and virtual agent solutions in production environments.

- Hands-on experience with : Generative AI, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), Prompt Engineering, Agentic AI Workflows.

- Strong programming skills in : Python and JavaScript or Node.js.

- Experience designing and integrating RESTful APIs and Webhooks.

- Strong hands-on experience with Google Cloud Platform (GCP) including : Vertex AI Cloud Functions, Cloud Run, Pub/Sub, BigQuery, IAM.

- Solid understanding of conversational design principles including : Intent Modeling, Entity Design, Dialog Management, Fallback Handling, Human Handoff Strategies.

- Experience integrating AI platforms with enterprise applications and backend systems.

- Strong understanding of healthcare compliance and HIPAA requirements.

- Excellent analytical, troubleshooting, communication, and documentation skills.

- Experience working directly with business stakeholders and cross-functional teams.

Nice to Have :

- Experience in Healthcare, Health Insurance, or Payer domain.

- Knowledge of FHIR, HL7, and healthcare interoperability standards.

- Experience implementing Agent Assist solutions for contact centers.

- Experience with Contact Center AI (CCAI) platforms.

- Exposure to Google Vertex AI Search and Conversation.

- Experience with Terraform and Infrastructure as Code (IaC).

- Familiarity with CI/CD pipelines and DevOps automation practices.

- Knowledge of Responsible AI frameworks and AI governance.

- Experience with omnichannel customer engagement solutions.

- Google Cloud Professional Certifications (Cloud Architect, ML Engineer, or Generative AI related certifications).