AI Developer – Dynamics Contact Center Solutions

Job Summary

This position involves designing and implementing AI solutions for back-office contact centers using Dynamics Contact Center solutions. The role is currently remote, with the potential to change to a hybrid model. 

Responsibilities

• Design and implement AI solutions, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware customer support.
• Develop and maintain Natural Language Processing (NLP) models to analyze customer inquiries across various channels, including voice, chat, email, and social media.
• Collaborate with customer service, IT, and data analysis teams to identify automation opportunities and enhance customer engagement.
• Integrate AI capabilities with existing systems such as Microsoft Dynamics CRM, website, and mobile app.
• Monitor and optimize AI model performance to ensure high accuracy and customer satisfaction.
• Use machine learning to predict customer needs, personalize interactions, and reduce call volumes.
• Stay updated with emerging AI technologies and retail trends to continuously improve contact center capabilities.
• Document all work created, including technical and functional designs, test plans, scripts, and impact analysis reports.
• Develop and maintain productive relationships with technology staff, business owners, project sponsors, vendors, and clients.
• Lead and participate in project team activities related to enterprise systems.
• Work independently to accomplish assigned tasks and duties.
• Adhere to all organizational standards, policies, and procedures.
• Utilize various software and technology tools to perform job duties.

Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or related field.
• 5 years of experience in AI Machine Learning (ML) development, preferably in retail or customer service environments.
• Strong programming skills in Python and experience with ML frameworks (e.g., TensorFlow, PyTorch).
• Proficiency in NLP tools and libraries (e.g., spaCy, Hugging Face, NLTK).
• Hands-on experience in Microsoft Dynamics Contact Center solution creating voice bots and chatbots using copilot studio and other Azure AI services.
• Experience with cloud platforms (Azure) and deploying AI models in production.

Preferred Qualifications

• Experience with voice AI and speech-to-text technologies.
• Knowledge of customer journey analytics and personalization engines.
• Understanding of omnichannel retail strategies and customer behavior.
• Experience with real-time data processing and streaming platforms (e.g., Kafka, Spark).
• Familiarity with other contact center platforms and tools (e.g., Zendesk, Salesforce Service Cloud, Amazon Connect).
• Additional beneficial skills include experience with Enterprise Business Solutions, specifically SAP projects, and ITIL / ITSM practices and methodologies.

Engagement Requirements

• The work location will be virtual/remote until further notice, with potential onsite requirements in Middletown, PA.
• Onsite meetings and post go-live support activities may be required.
• An orientation session will be held onsite, where the resource will pick up assigned equipment.
• Vendor resources must complete onboarding forms and background checks.
• Resources are expected to follow virtual work guidelines, including using cameras during meetings and maintaining a professional appearance.

Middletown, PA, offers a welcoming community with a rich history and convenient access to major cities, providing an ideal location for professionals seeking a balanced lifestyle.