[Hiring] Engineer, Application Development and Maintenance @Cardinal Health

Role Description

Application Development & Maintenance performs configuration or coding to develop, enhance and sustain the organization's software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices. This job family programs and configures end user applications, systems, databases and websites to achieve the organization's internal needs and externally facing business needs. Application Development & Maintenance partners with business leaders, investigates user needs and conducts regular assessments, maintenance and enhancements of existing applications.

• Assist in the design, development, and deployment of sophisticated conversational AI applications
• Develop configurable solutions leveraging Google’s Gemini model to provide AI-driven solutions for contact center agents to support the case channel
• Develop intelligent AI solutions leveraging Google Agent Assist and Google Conversational Agents to drive improvements to the agent and customer experience
• Collaborate with cross-functional teams to understand requirements and build/deploy solutions that meet their needs
• Integrate Google Agent Assist and Google Conversational Agents with key contact center technologies (Genesys, Verint) and CRM platforms (Salesforce, SAP)
• Ensure the quality, performance, and security of custom code across the Google AI platform
• Leverage Gemini Enterprise for Customer Experience to implement capabilities to contact center agents across various channels such as case, phone, email and chat
• Configure and customize Google Gemini, Google Agent Assist and Google Conversational Agent to meet specific business needs
• Troubleshoot and resolve technical issues related to Google AI applications
• Stay updated with industry trends and emerging technologies in conversational AI

Qualifications

• Proven experience as an engineer or similar role in developing conversational AI solutions
• Programming experience in Python, Java, or JavaScript, preferred
• Understanding how ML models work, especially for Smart Reply, Smart Compose, and LLM summarization features
• Experience with platforms like Agent Studio CX, Dialogflow, or equivalent framework. Familiarity with Google Gemini and CCAI (Contact Center AI) is preferred
• Proficiency in cloud platforms including Google Cloud Platform (GCP)
• Familiarity with chatbot development tools and libraries
• Ability to manage API integrations with other platforms. Experience with Genesys, Salesforce, and Verint preferred
• Understanding of contact center metrics such as CSAT, NPS, FCR and AHT is preferred
• Familiarity with Conversational Agents testing and evaluation techniques and tools
• Ability to build architecture on Google Cloud that integrates Gemini with other services such as containerized apps, messaging, databases and storage solutions is preferred
• Strategic mindset with ability to translate business needs into technical solutions
• Skills in IVA/Conversational AI, GenAI agent assist, and speech/text analytics
• Experience in conversational data analysis, including sentiment/topic modeling, to inform model refinement, optimization, and observability
• Familiarity with large language models (LLMs), especially multimodal models like Gemini, which handle text, video, and audio inputs
• Ability to craft effective prompts for Gemini to generate code, summaries, and process suggestions
• Skills in using Gemini APIs and tools for embedding AI into applications and workflows
• Experience with freeform prompts, variables, and parameters to fine-tune AI responses
• Familiarity with Google Gemini’s architecture and how it supports vision-language-action tasks
• Experience with custom UIs for agent-facing and customer-facing applications when native integration isn’t feasible is preferred

Requirements

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• May contribute to the development of policies and procedures
• Works on complex projects of large scope
• Develops technical solutions to a wide range of difficult problems
• Solutions are innovative and consistent with organization objectives
• Completes work; independently receives general guidance on new projects
• Work reviewed for purpose of meeting objectives
• May act as a mentor to less experienced colleagues

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs