AI Developer Dynamics Contact Center Solutions

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

AI Development
Machine Learning
Natural Language Processing (NLP)
Python
TensorFlow
PyTorch
spaCy
Hugging Face
NLTK
Microsoft Dynamics Contact Center
Dynamics CRM
Copilot Studio
Azure AI Services
Voice Bot Development
Chatbot Development
Intelligent Routing
Sentiment Analysis
Omnichannel Contact Center Solutions
Azure Cloud
AI Model Deployment
Customer Service Automation
Voice AI
Speech-to-Text
Real-Time Data Processing
Kafka
Spark
SAP Enterprise Solutions
ITIL
ITSM

Job Details

Job :AI Developer Dynamics Contact Center Solutions

Location

  • Preferred: Within 1.5 hours of Middletown, PA

  • Onsite locations (when required):

    • 700 South Eisenhower Boulevard, Middletown, PA

    • 2850 Turnpike Industrial Drive, Middletown, PA

The AI Developer will design, develop, and optimize AI-driven solutions for back-office contact centers using Microsoft Dynamics Contact Center solutions. The role focuses on virtual assistants, intelligent routing, NLP, machine learning, and sentiment-aware customer support across multiple channels.

Responsibilities

  • Design and implement AI solutions for contact centers using Microsoft Dynamics Contact Center

  • Build virtual assistants for voice and chat, including intelligent routing and sentiment-aware support

  • Develop and maintain NLP models for voice, chat, email, and social media channels

  • Integrate AI solutions with Microsoft Dynamics CRM, websites, and mobile applications

  • Collaborate with customer service, IT, data, and business teams to identify automation opportunities

  • Monitor, tune, and optimize AI/ML model performance for accuracy and responsiveness

  • Apply machine learning to predict customer needs and personalize interactions

  • Reduce call volumes through intelligent automation and AI-driven insights

  • Stay current with emerging AI technologies and retail/contact center trends

  • Fully document all technical and functional work, including:

    • Designs, diagrams, test plans, test scripts

    • Impact analysis, lessons learned, and best practices

  • Lead and participate in enterprise system project activities

  • Work independently while managing assigned tasks

  • Follow all Commission standards, policies, and procedures

  • Perform additional duties as assigned

Required Qualifications

  • Bachelor s or Master s degree in Computer Science, AI, Data Science, or related field

  • 5+ years of experience in AI / Machine Learning development

  • Strong programming skills in Python

  • Experience with ML frameworks such as TensorFlow or PyTorch

  • Proficiency with NLP tools and libraries (spaCy, Hugging Face, NLTK)

  • Hands-on experience with Microsoft Dynamics Contact Center

  • Experience creating voice bots and chatbots using Copilot Studio and Azure AI services

  • Experience deploying AI solutions on Microsoft Azure

  • Production-level AI/ML deployment experience

Preferred Qualifications

  • Experience with voice AI and speech-to-text technologies

  • Knowledge of customer journey analytics and personalization engines

  • Understanding of omnichannel retail and customer behavior

  • Experience with real-time data processing platforms (Kafka, Spark)

  • Familiarity with other contact center platforms:

    • Zendesk

    • Salesforce Service Cloud

    • Amazon Connect

  • Experience with SAP enterprise solutions

  • Knowledge of ITIL / ITSM practices

Engagement & Work Requirements

  • Candidate must be located within the Continental United States

  • Remote work until further notice; onsite presence required as scheduled

  • Onsite meetings: 1 week per month in Middletown, PA

  • In-person interviews and stakeholder sessions required onsite

  • Possible post go-live onsite support (rotational, 1 2 weeks at a time)

  • Mandatory onsite orientation (full day) in Middletown, PA

    • Equipment pickup must be done in person (no shipping)

  • Travel costs for orientation are not reimbursed

  • Candidates within a 3-hour commute are not eligible for travel compensation

  • Authorized travel reimbursements must follow GSA guidelines

  • Vendor responsible for onboarding documentation and background checks

  • Must comply with Commission IT standards and virtual work guidelines

  • Professional appearance and camera usage required during meetings

  • Availability to report onsite within 3 hours for emergencies

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Refulgent Technologies Inc.