AI Developer – Dynamics Contact Center Solutions

Remote (can change to Hybrid)

Only candidates 1.5 hours or less from Middletown, PA will be considered.

Description:

Diversified Systems is searching for an AI Developer – Dynamics Contact Center Solutions resource who will have the responsibilities listed below.

Responsibilities:

• 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.
  
  

Requirements:

• 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).
• Enterprise Business Solutions, specifically SAP projects.
• ITIL / ITSM practices and methodologies.
  
  

About Diversified Systems

Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.

Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

Diversity, Equity and Inclusion

DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.