Diversified Systems.com · 1 day ago
AI Developer – Dynamics Contact Center Solutions
Harrisburg, PA
Full-time
Hybrid
Senior Level
5+ years expDiversified Systems is an award-winning Technology Services corporation providing IT project consulting services nationwide. They are seeking an AI Developer to design and implement AI solutions for contact centers, focusing on customer engagement and automation opportunities.
DatabaseInformation TechnologyProject Management
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
Qualification
Required
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
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
Benefits
Flexible and competitive compensation benefit packages
Company
Diversified Systems.com
(DSI) was established to provide quality IT consulting services to state and federal government agencies and commercial businesses looking to increase market share, improve profits, and increase productivity while reducing costs and turnaround time.
51-200 employees
H1B Sponsorship
Diversified Systems.com has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (2)
2020 (4)
Funding
Current Stage
Growth StageLeadership Team
Archie Williamson
Founder and Senior Managing Director
Nathan Paige, MBA, ITIL
Managing Partner & EVP
Company data provided by crunchbase