AI Developer – Dynamics Contact Center Solutions
Full Time • Ivy dutta-PA
**Currently Remote but can change to hybrid. Only candidates 1.5 hours or less from Middletown, PA will be considered**
Commonwealth of PA - PTC - AI Developer – Dynamics Contact Center Solutions - 790794
Description of Duties
• Design and implement AI solutions for back-office contact centers using Dynamics Contact Center solution, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware human centered customer support.
• Develop and maintain Natural Language Processing (NLP) models to analyze customer inquiries across voice, chat, email, and social media channels.
• Collaborate with customer service, IT, and data analysis teams to identify automation opportunities and improve customer engagement.
• Integrate AI capabilities with existing systems such as Microsoft Dynamics Customer Relationship Management (CRM), website and mobile app.
• Monitor and optimize AI model performance to ensure high accuracy, responsiveness, and customer satisfaction.
• Leverage machine learning to predict customer needs, personalize interactions, and reduce call volumes.
• Stay up-to-date with emerging AI technologies and retail trends to continuously enhance our contact center capabilities.
• Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the Commission. This documentation shall follow the format and/or templates as instructed by the Commission.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhere to and follow all The Commission standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties as related to this position and role and assigned by the Commission.
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 bot and chatbot 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:
o Enterprise Business Solutions, specifically SAP projects.
o ITIL / ITSM practices and methodologies.
Required/Desired Skills:
- 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 bot and chatbot using copilot studio and other Azure AI services.
- Experience with cloud platforms (Azure) and deploying AI models in production.
- Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or related field.
- 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).
Compensation: $90.00 - $95.00 per hour
About SR International INC.
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are
Who We Are
We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision.
Our Vision.
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it’s important for us to maintain the quality resource pool.
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