PEAK Technical Staffing USA · 21 hours ago
AI Developer – Dynamics Contact Center Solutions
Harrisburg, PA
Full-time
Hybrid
Senior Level
5+ years expPEAK Technical Staffing USA is seeking an AI Developer to design and implement AI solutions for back-office contact centers using Dynamics Contact Center solutions. The role involves collaborating with various teams to enhance customer engagement through AI capabilities and optimizing model performance.
ConsultingHuman ResourcesInformation Technology
Responsibilities
Design and implement AI solutions, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware customer support
Develop and maintain Natural Language Processing (NLP) models to analyze customer inquiries across various channels, including voice, chat, email, and social media
Collaborate with customer service, IT, and data analysis teams to identify automation opportunities and enhance customer engagement
Integrate AI capabilities with existing systems such as Microsoft Dynamics CRM, website, and mobile app
Monitor and optimize AI model performance to ensure high accuracy and customer satisfaction
Use machine learning to predict customer needs, personalize interactions, and reduce call volumes
Stay updated with emerging AI technologies and retail trends to continuously improve contact center capabilities
Document all work created, including technical and functional designs, test plans, scripts, and impact analysis reports
Develop and maintain productive relationships with technology staff, business owners, project sponsors, vendors, and clients
Lead and participate in project team activities related to enterprise systems
Work independently to accomplish assigned tasks and duties
Adhere to all organizational standards, policies, and procedures
Utilize various software and technology tools to perform job duties
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 bots and chatbots 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)
Additional beneficial skills include experience with Enterprise Business Solutions, specifically SAP projects, and ITIL / ITSM practices and methodologies
Benefits
Medical
Dental
Vision
Flexible Spending Account (FSA)
Dependent Care Savings Account (DCA)
401K plan
Paid Sick Leave
Company
PEAK Technical Staffing USA
PEAK Technical Staffing USA is a staffing and recruiting company that provides it and engineering recruiting services.
501-1000 employees
H1B Sponsorship
PEAK Technical Staffing USA 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
2025 (1)
2023 (1)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Joseph V. Salvucci, Jr., MBA
Chief Executive Officer
Brad Cieslinski
Chief Financial Officer
Company data provided by crunchbase