Role Overview
Join a forward-thinking consulting team focused on transforming customer service through artificial intelligence. As an AI Developer, you will design and implement intelligent solutions for contact centers, leveraging Microsoft Dynamics and advanced AI technologies to improve automation, routing, and customer experience.
Key Responsibilities
- Build and deploy AI-powered virtual assistants for voice and chat, enabling intelligent customer routing and sentiment-aware support within back-office contact center environments.
- Develop and refine Natural Language Processing models to interpret customer intent across multiple channels, including voice, chat, email, and social media.
- Collaborate with cross-functional teams in customer service, IT, and data analytics to identify automation opportunities and enhance engagement strategies.
- Integrate AI features with Microsoft Dynamics CRM, web platforms, and mobile applications to ensure seamless functionality.
- Monitor model performance and fine-tune algorithms to maintain accuracy, responsiveness, and high user satisfaction.
- Apply machine learning techniques to anticipate customer needs, personalize interactions, and reduce inbound contact volume.
- Stay current with advancements in AI and retail customer service trends to continuously improve system capabilities.
- Produce comprehensive documentation for technical designs, test procedures, impact analyses, and best practices in alignment with client requirements.
- Lead and contribute to project initiatives involving enterprise-level system integrations and AI deployments.
Required Qualifications
- University degree in Computer Science, Artificial Intelligence, Data Science, or a related discipline.
- Minimum of five years of hands-on experience in AI and machine learning development, ideally within customer-facing or retail environments.
- Proficiency in Python and experience with machine learning frameworks such as TensorFlow or PyTorch.
- Working knowledge of NLP tools including spaCy, Hugging Face, and NLTK.
- Direct experience with Microsoft Dynamics Contact Center, Copilot Studio, and Azure AI services for building voice and chat bots.
- Experience deploying AI models on cloud platforms, particularly Microsoft Azure.
Preferred Skills
- Background in voice AI and speech-to-text systems.
- Familiarity with customer journey analytics and personalization technologies.
- Understanding of omnichannel retail operations and customer behavior patterns.
- Experience with real-time data processing using Kafka or Spark.
- Exposure to alternative contact center platforms such as Zendesk, Salesforce Service Cloud, or Amazon Connect.
- Knowledge of enterprise business systems, including SAP BRIM and Microsoft Dynamics CE.
- Familiarity with ITIL or ITSM frameworks.
Technology Environment
Python, TensorFlow, PyTorch, spaCy, Hugging Face, NLTK, Microsoft Dynamics Contact Center, Microsoft Dynamics CRM, Azure AI services, Copilot Studio, SAP BRIM, Kafka, Spark
