AI Developer Dynamics Contact Center Solutions / Full-Time / Hybrid / Middletown, PA

AI Developer Dynamics Contact Center Solutions / Full-Time / Hybrid / Middletown, PA

Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Team!

Accepting Candidates Until 01/15/2026 at 2:00 PM

The Position:
Client: Commonwealth of Pennsylvania Pennsylvania Turnpike Commission (PTC)
Position Title: PTC - AI Developer Dynamics Contact Center Solutions Exception (790794)
Location: Hybrid; Remote Off-Site and On-Site in Middletown, PA
Duration: Initial term through 06/30/2026 (+ Annual Renewal in 1-Year Terms)

Note: Hybrid work environment is expected to be primarily remote off-site with one week per month on-site in Middletown, PA; varying with project needs. In addition to the PA ePATCH background check, PTC requires a National Criminal Background Check prior to engagement start.

The Pennsylvania Turnpike Commission (PTC) is seeking a AI Developer for Dynamics Contact Center Solutions. The selected Candidate will perform the following duties;
SDLC & Quality Governance;
- 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.

The Skills and Experience:
- 5+ Years: 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)

The Company:
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.

The Perks:
- Excellent Market Salary
- Competitive Benefits
- Paid Holidays and Vacation
- Positive Work-Life Balance

The Location:
Domino Technologies is based in the Harrisburg area the capital city of the Commonwealth of Pennsylvania and the county seat of Dauphin County. Located on the east bank of the Susquehanna River, Harrisburg is the anchor of the Susquehanna Valley metropolitan area.

Contact Us Today!