AI Developer -CCaaS & Microsoft Copilot
Pensacola, FL or Vienna, VA (On-site / Hybrid)
Must have linkedin and 10+ years of exp.
Role Overview
We are seeking an
AI Developer in Pensacola, FL, to build and optimize secure, enterprise-grade conversational AI solutions and real-time agent-assist capabilities for our client Contact Center as a Service (CCaaS) platform. You will leverage
Microsoft Copilot Studio,
Azure OpenAI, and
Power Platform to automate member self-service, enhance contact center agent productivity, and deliver seamless digital banking experiences within strict financial compliance standards (NCUA, GLBA, PCI-DSS).
Key Responsibilities Build AI & Copilot Agents: Design and deploy Copilots, virtual assistants, and real-time agent-assist tools using Microsoft Copilot Studio, Azure OpenAI Service, and RAG architectures grounded in credit union knowledge bases.
CCaaS & Core Systems Integration: Connect AI Copilots to CCaaS platforms (e.g., Dynamics 365 Contact Center, Genesys Cloud, or NICE CXone) and core banking/CRM systems via REST APIs, Power Automate, and Azure Functions.
Member Self-Service & Agent Assist: Enable automated deflection for routine member inquiries (balances, card management, loan status) and provide live agents with call summaries, intent detection, and next-best-action guidance.
Compliance & Performance: Ensure strict adherence to financial data privacy, prompt security, and Responsible AI guidelines while tuning model accuracy to improve CSAT, AHT, and First Contact Resolution (FCR).
Requirements & Qualifications- 5+ years in software engineering, with 4+ years of hands-on Copilot Studio development experience. and conversational AI technologies.
- Financial services/credit union background preferred.
- Microsoft AI Stack: Strong hands-on experience with Microsoft Copilot Studio, Azure OpenAI, Azure AI Search, and Power Platform (Dataverse, Power Automate).
- CCaaS Expertise: 3 + Years Proven experience integrating conversational AI or voicebots with contact center ecosystems (Omnichannel/Dynamics 365, Genesys, NICE CXone, etc.).
- Technical Skills: Proficiency in Python, C#, or TypeScript; strong working knowledge of RESTful APIs, Webhooks, NLU, and Prompt Engineering.
- Education: Bachelor s degree in Computer Science, Software Engineering, or a related field.
Thanks,
KK
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