Overview
On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 1 Year(s)
Skills
Amazon Web Services
Analytics
Apache Kafka
Apache Spark
Artificial Intelligence
Back Office
Cloud Computing
Collaboration
Computer Science
Customer Engagement
Customer Relationship Management (CRM)
Customer Satisfaction
Customer Service
Customer Support
Data Analysis
Data Processing
Data Science
Documentation
Dynamics
IT Service Management
ITIL
Impact Analysis
Machine Learning (ML)
Microsoft Azure
Microsoft Dynamics
NLTK
Natural Language Processing
Policies and Procedures
PyTorch
Python
Real-time
Retail
Routing
SAP
Salesforce.com
Social Media
Streaming
TensorFlow
Test Plans
Test Scripts
Zendesk
Job Details
Job Description
Description of Duties
- 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 client. This documentation shall follow the format and/or templates as instructed by the client.
- 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 client 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 client.
Required Qualifications
- Bachelor s or Master s degree in Computer Science, Artificial Intelligence, Data Science, or related field.
- 5+ years of experience in 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.
Preferred Qualifications
- 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).
- Additional beneficial skills include:
- Enterprise Business Solutions, specifically SAP projects.
- ITIL / ITSM practices and methodologies.
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.