Job Description

We are seeking a highly skilled and innovative AI-Powered Healthcare IT Help Desk Chatbot Developer to design, implement, and optimize an advanced AI-driven chatbot solution that enhances the IT support experience for healthcare professionals. This chatbot will act as a first line of defense, providing automated, intelligent solutions for common IT issues, while ensuring secure handling of sensitive healthcare data.

As an integral member of our team, you will harness the power of Natural Language Processing (NLP), Machine Learning (ML), and intelligent automation to revolutionize healthcare IT support. Your role will involve integrating the chatbot with internal knowledge bases, ticketing systems, and leveraging cutting-edge NLP and ML techniques to automate IT issue resolution and optimize user interactions.

Due to the client contract you will be assigned, this position requires you to be a U.S. citizen.

Responsibilities

Key Responsibilities:

• Design, build, and maintain an AI-driven chatbot that handles a variety of healthcare IT support tasks such as incident triage, password resets, system troubleshooting, and ticket creation.

• Ensure high availability, reliability, and scalability of the chatbot to meet the growing demands of healthcare IT support.

• Intent Recognition: Implement and optimize intent classification models to identify user queries (e.g., system issues, password reset requests) using algorithms like BERT, GPT, and fine-tuned transformers.

• Entity Extraction: Develop advanced models for extracting essential information (e.g., system names, error codes, timestamps) to improve resolution accuracy.

• Contextual Understanding: Implement systems that track conversation context across multiple turns, maintaining continuity in dynamic user interactions.

• Dialogue Management: Design decision-making frameworks and use machine learning models for seamless interaction management. This includes building decision trees and optimizing multi-turn conversations to simulate human-like behavior.

• Automated Issue Resolution: Integrate the chatbot with internal knowledge repositories, enabling the bot to provide self-service solutions for routine IT issues (e.g., FAQs, troubleshooting guides, software installation manuals).

• Continuous Update: Develop mechanisms for the knowledge base to be dynamically updated and improve over time through user feedback and AI-driven recommendations.

• IT Ticket Automation: Design and implement seamless integration with internal IT ticketing systems (e.g., ServiceNow, Jira Service Management, or similar platforms) to auto-generate, update, and track support tickets in real-time.

• Automated Prioritization and Escalation: Leverage machine learning models to predict the urgency of issues and trigger appropriate actions, such as prioritizing critical tickets or escalating unresolved issues.

• Model Development: Design, train, and fine-tune ML models for tasks such as intent classification, issue categorization, priority prediction, and automatic ticket routing using deep learning techniques (e.g., BERT, RNNs, LSTMs, and reinforcement learning).

• Continuous Model Improvement: Implement techniques for continuous learning, allowing models to adapt to evolving healthcare IT support challenges and new issues.

• Bot Performance Analytics: Monitor chatbot performance using key metrics (e.g., resolution time, user satisfaction, issue escalation rates) and feedback loops to fine-tune algorithms and improve response accuracy.

• User-Centric Optimization: Regularly update the chatbot’s capabilities based on user feedback, healthcare IT trends, and evolving technology to maintain a user-friendly, high-performance chatbot solution.

Required Skills and Qualifications:

Education & Experience:

• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related technical field.

• At least 3+ years of hands-on experience in AI chatbot development, specifically within healthcare IT or enterprise IT support environments.

• Proven track record in developing NLP-based systems including tasks such as intent recognition, entity extraction, contextual understanding, and dialogue management.

• Due to the client contract you will be assigned, this position requires you to be a U.S. citizen

Technical Expertise:

• Programming Languages: Proficiency in Python, JavaScript, Java , and other relevant languages for AI and chatbot development.

• NLP Libraries & Frameworks: Strong experience with spaCy , Transformers (Hugging Face) , ReACT, AutoGen, CrewAI, Dialogflow , Rasa NLU , Microsoft LUIS , and similar NLP tools for building chatbot capabilities.

• Machine Learning & Deep Learning: Experience with deep learning frameworks like TensorFlow and PyTorch , and advanced ML models including BERT , GPT , RNNs , LSTMs , and Reinforcement Learning .

• API Integration: Expertise in RESTful API integration for connecting chatbots to internal knowledge bases, IT ticketing systems, and other external data sources.

• Cloud Platforms: Familiarity with cloud services (e.g., OCI, AWS , GCP , Azure ) and their AI/ML offerings.

Security and Compliance Knowledge:

• In-depth knowledge of healthcare data security standards such as HIPAA and GDPR , ensuring that the chatbot complies with regulations for handling sensitive patient data.

• Proven ability to implement data encryption , authentication protocols , and role-based access control (RBAC) in healthcare IT applications.

Soft Skills:

• Strong problem-solving and analytical skills with an ability to troubleshoot complex issues and improve system performance.

• Excellent communication skills to articulate complex technical concepts to both technical and non-technical stakeholders, including healthcare professionals.

• Collaborative mindset with the ability to work effectively within cross-functional teams in a fast-paced environment.

Preferred Skills:

• Reinforcement Learning : Experience in utilizing reinforcement learning to optimize chatbot behavior and improve adaptability based on real-time user interactions.

• Previous experience with developing dialogue management systems and conversational AI solutions in enterprise IT support settings.

If you're passionate about leveraging AI and NLP to improve healthcare IT support, we encourage you to apply and join our team to make a meaningful impact on healthcare professionals and IT services!

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $74,800 to $178,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.