AI Developer- Malvern, PA

Job Title: AI Developer
Work Location: PA
Duration: Long Term Project
Only W2 No C2C

Role Overview:
The AI Developer will design, implement, and optimize AI-driven solutions for enterprise contact center operations using Microsoft Dynamics Contact Center and Azure AI services. This role focuses on intelligent automation, NLP, virtual assistants, and sentiment-aware customer engagement across multiple channels.

Key Responsibilities:
Design and implement AI solutions for back-office contact centers using Microsoft Dynamics Contact Center, including:
Voice and chat virtual assistants
Intelligent routing
Sentiment-aware, human-centered customer support
Develop and maintain NLP models to analyze customer inquiries across voice, chat, email, and social media channels.
Collaborate with customer service, IT, and data teams to identify automation opportunities and enhance customer engagement.
Integrate AI solutions with existing platforms, including Microsoft Dynamics CRM, websites, and mobile applications.
Monitor, evaluate, and optimize AI model performance for accuracy, responsiveness, and customer satisfaction.
Apply machine learning techniques to predict customer needs, personalize interactions, and reduce call volumes.
Stay current on emerging AI technologies and retail/customer service trends.
Fully document all work products, including:
Technical and functional designs
Diagrams, test plans, and test scripts
Impact analyses, lessons learned, and best practices
Documentation must follow Commission-provided formats and templates
Build and maintain strong working relationships with business owners, IT staff, vendors, and stakeholders.
Lead or participate in enterprise system project activities.
Work independently while adhering to all Commission standards, policies, and procedures.
Perform additional duties as assigned.

Required Qualifications:
Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Data Science, or a related field.
5+ years of hands-on experience in AI/ML development, preferably in retail or customer service environments.
Strong proficiency in Python and ML frameworks such as TensorFlow and PyTorch.
Expertise with NLP tools and libraries (e.g., spaCy, Hugging Face, NLTK).
Hands-on experience with Microsoft Dynamics Contact Center, including:
Voice bots and chatbots
Copilot Studio and Azure AI services
Experience deploying AI models to production in Azure cloud environments.

Preferred / Highly Desired 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 (Kafka, Spark).
Familiarity with other contact center platforms (Zendesk, Salesforce Service Cloud, Amazon Connect).
Additional beneficial experience:
Enterprise business solutions (e.g., SAP projects)
ITIL / ITSM methodologies

Best Regards,
Tarun K
Phone: +1-
Email: