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Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

POSITION SUMMARY

CVS Health is seeking a Conversational AI engineer i.e., Staff Software Development Engineer who will craft pharmacy chat bot and live chat engagements that fit into the lives of the people we serve so they can live healthier. A successful candidate will combine expertise in crafting content for digital channels that enable task completion and behavior change. This Staff Engineer will demonstrate experience and skills in use of natural language and behavioral science to create conversational interactions that engage people in a clear, approachable, empathetic, brief, and reassuring way.

Responsibilities of the Role:

• Leverages expertise to design and implement efficient and scalable solutions that meet business requirements and quality standards

• Contributes to solution design and architecture discussions, collaborating with architects and senior engineers

• Work with stakeholders and product partners to prioritize opportunities for automation via chat bot or voice interactions

• Work with and refine research-based personas to drive customer empathy and focus

• Directly contribute to writing and flow definition of persona and scenario-based conversational AI engagements for transaction automation

• Collaborate with design team members on interaction design

• Partner with technology teams to define data, architectural, intent, utterance, and other supporting requirements

• Define and refine voice and tone guidelines for conversational AI-based engagements in alignment with the CVS Health brand

• Works with other developers and team members to implement complex features, enhance existing functionality, and ensure the delivery of high-quality code

• Provides guidance and mentorship to junior developers, helping them improve their technical skills and grow professionally

REQUIRED QUALIFICATIONS

• 7 years of overall IT industry experience

• 6 years of experience in conversational AI, development and a portfolio with examples that shows both process and results of your experience designing flows for chat bots that enabled customers to get things done

• At least 4 years of professional experience in conversational writing for a consumer audience via digital channels

• 3 years of experience working in Dialog Flow or a similar platform for building conversational experience

• At least 2 years working within a cross-disciplinary organization that use Agile methodology

PREFERRED QUALIFICATIONS

• Conversational AI Certified preferred

• Adept at problem solving and decision-making skills

• Adept at execution and delivery (planning, delivering, and supporting) skills

EDUCATION

Bachelor’s degree or, equivalent experience (HS diploma + 4 years relevant experience)

BUSINESS OVERVIEW

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Pay Range

The typical pay range for this role is:

$130,295.00 - $260,590.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 12/27/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.