Artificial Intelligence Engineer

Location: Middletown, PA

Position Type: Mostly Remote

Hybrid Schedule: Onsite meetings for 1 week per month based on the schedule set by the team lead

Contract Length: 5 months extensions

Position Overview:

This role designs, builds, and optimizes AI-driven solutions that enhance back-office contact center operations through intelligent automation, virtual assistants, and data-driven customer engagement. The position partners closely with technical and business stakeholders to deliver scalable, well-documented AI capabilities that improve efficiency, accuracy, and customer satisfaction across omnichannel environments.

Duties:

• Design and implement AI solutions for contact centers, including voice and chat virtual assistants, intelligent routing, and sentiment-aware, human-centered support.
• Develop, train, and maintain NLP models to analyze customer interactions across voice, chat, email, and social media channels.
• Collaborate with customer service, IT, and data teams to identify automation opportunities and improve engagement outcomes.
• Integrate AI capabilities with enterprise systems, including CRM platforms, websites, and mobile applications.
• Monitor, tune, and optimize AI and ML models to ensure accuracy, performance, and positive customer experiences.
• Apply machine learning techniques to predict customer needs, personalize interactions, and reduce overall contact volumes.
• Research and evaluate emerging AI technologies and industry trends to continuously enhance contact center capabilities.
• Produce comprehensive technical and functional documentation, including designs, diagrams, test plans, scripts, impact analyses, and best-practice guidance, following established standards and templates.
• Build and maintain strong working relationships with technology teams, business owners, project sponsors, vendors, and key stakeholders.
• Lead and actively participate in project team activities supporting enterprise system initiatives.
• Work independently to manage assigned tasks and deliverables with minimal supervision.
• Adhere to all organizational standards, policies, and procedures.
• Utilize a variety of software tools and technologies to perform job responsibilities.
• Perform additional related duties as required to support the role and organizational objectives.

Required Skills:

• 5 years of experience in AI and Machine Learning (ML) development, preferably within retail or customer service environments.
• Strong programming expertise in Python with hands-on experience using ML frameworks such as TensorFlow and PyTorch.
• Demonstrated proficiency with Natural Language Processing (NLP) tools and libraries, including spaCy, Hugging Face, and NLTK.
• Hands-on experience designing and building voice bots and chatbots using Microsoft Dynamics Contact Center solutions, Copilot Studio, and Azure AI services.
• Experience deploying and supporting AI/ML models in production environments on Azure cloud platforms.
• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related field.

Preferred Skills:

• Experience with voice AI technologies, including speech-to-text and conversational AI solutions.
• 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 such as Kafka and Spark.
• Familiarity with additional contact center platforms and tools, including Zendesk, Salesforce Service Cloud, and Amazon Connect.