Chatbot Developer

Title : Chatbot Developer

Position Overview:

The Chatbot Developer will design, build, and maintain advanced chatbot solutions, focusing on delivering personalized, seamless customer experiences. This role involves deep integration with Salesforce CRM and the implementation of conversational AI strategies to improve customer engagement, loyalty, and persistency for a health insurance company.

Key Responsibilities:

1. Chatbot Development:

• Design and develop conversational flows for the chatbot using Salesforce Einstein Bots or similar tools.
• Implement AI/ML-powered natural language processing (NLP) for understanding user intent and providing accurate responses.
• Ensure the chatbot supports multiple channels (e.g., website, mobile app, social media platforms).

2. Salesforce Integration:

• Integrate the chatbot seamlessly with Salesforce CRM for real-time data retrieval and updates.
• Implement Salesforce workflows and automations to support personalized customer interactions.
• Sync customer feedback and chatbot interaction data with Salesforce for actionable insights.

3. Optimization and Scalability:

• Optimize chatbot performance to handle high volumes of concurrent users without compromising response time.
• Continuously improve conversational flows based on user behavior, feedback, and analytics.
• Implement feedback loops and analytics to enhance chatbot accuracy and efficiency.

4. Customer Engagement:

• Build engaging chatbot features to drive customer interaction and improve the overall user experience.
• Collaborate with marketing teams to implement campaigns and journeys via the chatbot.
• Support customer loyalty strategies by integrating gamification elements or personalized journey recommendations.

5. Testing and Debugging:

• Conduct rigorous testing to ensure the chatbot is functioning correctly across all devices and platforms.
• Debug issues promptly and implement updates as required.
• Ensure compliance with security and data privacy standards.

6. Documentation and Training:

• Create detailed documentation for chatbot processes, flows, and configurations.
• Train internal teams on chatbot functionalities, updates, and customer interaction best practices.

Qualifications:

Education: Bachelor's degree in Computer Science, Engineering, or related field.

Experience:

• 5+ years of hands-on experience in chatbot development, with a proven track record of implementing successful solutions.
• Experience working with Salesforce Einstein Bots, Service Cloud, or Experience Cloud is highly preferred.

Technical Skills:

• Proficiency in NLP frameworks (Dialogflow, Rasa, or similar).
• Strong understanding of Salesforce APIs and third-party integrations.
• Programming knowledge in Python, Node.js, or similar languages.
• Familiarity with conversational design principles and chatbot testing tools.

Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and collaboration abilities to work with cross-functional teams.
• Ability to learn and adapt to new technologies quickly.

Preferred Skills:

• Experience with multi-language support in chatbot development.
• Knowledge of healthcare/insurance domain customer service practices.
• Familiarity with AI/ML techniques to enhance chatbot personalization and predictive capabilities.