Platform Technician - GenAI Voice Agent Configuration (Healthcare)

Platform Technician – GenAI Voice Agent Configuration (Healthcare)

Location: India (Remote) Work Hours: Must overlap with U.S. business hours

Overview: We are seeking a Platform Technician to configure and support GenAI voice agent platforms for U.S.-based healthcare providers. This role focuses on deploying AI-driven voice workflows for patient access, scheduling, billing, and call-center operations, with a strong emphasis on PHI protection, prompt configuration, and healthcare compliance. This is a hands-on technical configuration role working with conversational AI platforms—not model training or AI research.

What You'll Do:

• Configure and maintain GenAI voice agents and conversational workflows
• Customize prompts, intents, entities, and routing logic for healthcare use cases
• Integrate AI voice agents with call-center and contact-center systems
• Ensure HIPAA-compliant handling of PHI across prompts, logs, and integrations
• Test, monitor, and troubleshoot voice agent behavior in production
• Collaborate with U.S.-based product, operations, and compliance teams

Required Qualifications:

• Based in India with availability overlapping U.S. business hours
• STEM degree (Computer Science, Engineering, IT, Data Science, or related)
• Training or hands-on experience in AI, conversational AI, or LLM-based systems
• Experience with AI voice agents, conversational AI, or IVR platforms
• Experience in healthcare environments, especially call centers or patient access
• Strong understanding of PHI, HIPAA, and healthcare data sensitivity
• Experience configuring prompts, conversational flows, and integrations

Nice to Have:

• Experience with healthcare voice automation platforms
• Familiarity with call-center KPIs (containment, transfer rate, CSAT)
• Exposure to LLM guardrails, prompt governance, or AI safety controls
• Experience supporting AI systems in regulated industries