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Overview Are you ready for the Most Impactful Work of Your Life? Signant Health is a global evidence generation company. We’re helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations, and reimagining the path to proof. Job Functions Design, build and maintain SHAI conversational pathways in the Bland AI platform across voice, chat and email. Implement multi‑language logic and localization quality for 15+ languages. Continuously optimize conversation flows using analytics, A/B testing and user feedback. Implement complex conditional logic (multi‑step authentication, account unlocks, ticket creation). Define escalation and transfer triggers that hand off to Genesys queues for human agents. Curate, structure and maintain the SHAI knowledge base content. Version, test and validate pathway releases in sandbox before production deployment. Troubleshoot pathway failures, logic errors and unexpected branches; perform root‑cause analysis. Maintain and extend API integrations with ServiceNow (validation, study lookups, ticketing). Build/optimize API connections with ID Portal (account unlocks, password resets, invitation resends). Configure SHAI↔Genesys integrations for call transfers, queue routing and metadata handoff. Monitor API reliability (latency, rate limits, error rates) and manage auth (OAuth, API keys, webhooks). Document integrations (endpoints, payloads, retry/timeout strategies and error handling). Build automated QA using n8n/Make and scripts; implement synthetic testing across languages and scenarios. Develop transcript analytics and quality scoring using LLM pipelines; publish dashboards and reports for stakeholders. Research, prototype and deliver enhancements leveraging new Bland AI/LLM capabilities and internal platform needs. Qualifications And Requirements Strong REST API skills: JSON, OAuth, webhooks; proficient with Postman/cURL and debugging. Conversational AI design expertise: intents, entities, dialog policy, escalation design. Workflow automation with n8n/Make/Zapier; building reliable, monitored jobs. Scripting in Python or JavaScript for automation, ETL and QA. Advanced Excel/spreadsheet analysis (pivots, formulas, charts) for operational reporting. Dashboard/BI experience (e.g., Grafana/Tableau/Power BI) to visualize KPIs. Git version control and structured documentation practices. Data analysis of conversation logs to detect patterns, gaps and improvements. Rigorous problem‑solving, attention to detail and bias for action. Clear written and verbal communication; customer empathy and cross‑functional collaboration. Desirable Skills Hands‑on with Bland AI (or Voiceflow/Dialogflow) for pathway design and deployment. Experience using CURSOR or AI‑assisted IDEs (GitHub Copilot, Replit). Working knowledge of Claude or similar LLMs for transcript scoring and analysis. HTML/CSS/JavaScript for lightweight internal tools and dashboards. Deeper BI tool proficiency (Power BI, Looker) and data modeling. NLP concepts (sentiment, NER, semantic similarity, RAG function calling). Healthcare/clinical trial or other regulated industry experience. Localization/translation workflows and quality evaluation for multilingual CX. ServiceNow and Genesys API experience and contact‑center concepts. Experience designing synthetic. Conditions #J-18808-Ljbffr
