Artificial Intelligence (AI) Developer – Dynamics Contact Center Solutions

Experience: 5+ Years

🔷 About the Role

We are seeking an experienced AI Developer to design and implement intelligent solutions for contact center operations using Microsoft Dynamics Contact Center and Azure AI services. The ideal candidate will drive innovation in customer engagement through AI-powered automation, NLP, and machine learning solutions.

🔷 Key Responsibilities

• Design and implement AI-driven solutions for contact centers, including virtual assistants (voice & chat), intelligent routing, and sentiment-aware customer support.
• Develop and maintain Natural Language Processing (NLP) models for analyzing customer interactions across voice, chat, email, and social channels.
• Collaborate with customer service, IT, and data teams to identify automation opportunities and enhance customer experience.
• Integrate AI capabilities with systems such as Microsoft Dynamics CRM, websites, and mobile applications.
• Monitor and optimize AI/ML model performance to ensure accuracy, responsiveness, and customer satisfaction.
• Apply machine learning techniques to predict customer needs, personalize interactions, and reduce call volumes.
• Stay updated with emerging AI technologies and industry trends to continuously improve solutions.
• Prepare and maintain comprehensive technical and functional documentation, including designs, test plans, scripts, and reports.
• Build strong relationships with stakeholders, vendors, and project teams.
• Participate in and lead project activities related to enterprise systems.
• Work independently while adhering to organizational standards, policies, and procedures.

🔷 Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or related field.
• 5+ years of experience in AI/ML development, preferably in retail or customer service environments.
• Strong programming skills in Python.
• Hands-on experience with ML frameworks such as TensorFlow or PyTorch.
• Proficiency in NLP libraries such as spaCy, Hugging Face, or NLTK.
• Experience with Microsoft Dynamics Contact Center solutions, including building voice bots and chatbots using Copilot Studio and Azure AI services.
• Experience with Azure cloud platform and deploying AI models into production environments.

🔷 Preferred Qualifications

• Experience with voice AI and speech-to-text technologies.
• Knowledge of customer journey analytics and personalization engines.
• Understanding of omnichannel customer engagement strategies.
• Experience with real-time data processing tools like Kafka or Spark.
• Familiarity with contact center platforms such as Zendesk, Salesforce Service Cloud, or Amazon Connect.
• Exposure to SAP enterprise solutions.
• Knowledge of ITIL / ITSM frameworks and best practices.