AI Developer – Dynamics Contact Center Solutions

Global Data Consultants•Harrisburg, PA

21h•Hybrid

About The Position

GDC IT Solutions is currently seeking a AI Developer – Dynamics Contact Center Solutions to design and deliver advanced AI-driven capabilities supporting enterprise back-office contact center operations. This role partners closely with business, technology, and data teams to enhance customer engagement through intelligent automation, modern cloud services, and Microsoft Dynamics Contact Center solutions. This is role is in support of the Pennsylvania Turnpike Commisision. Currently Remote but can change to hybrid. Only candidates 1.5 hours or less from Middletown, PA will be considered As a AI Developer – Dynamics Contact Center Solutions , you will be responsible for designing, developing, integrating, and optimizing AI and machine learning solutions that power intelligent, omnichannel customer support experiences. This role focuses on voice and chat automation, NLP-driven insights, predictive analytics, and seamless integration with enterprise systems while ensuring high performance, scalability, and compliance with organizational standards.

Requirements

Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related field.
5+ years of hands-on experience in AI and machine learning development, preferably within retail or customer service environments.
Strong programming expertise in Python and experience with machine learning frameworks such as TensorFlow or PyTorch.
Advanced proficiency with NLP libraries and tools including spaCy, Hugging Face, and NLTK.
Hands-on experience building voice bots and chatbots using Microsoft Dynamics Contact Center, Copilot Studio, and Azure AI services.
Experience deploying AI and ML models to production environments within Azure cloud platforms.
Experience with voice AI, speech-to-text, and conversational AI technologies.
Knowledge of customer journey analytics, sentiment analysis, and personalization engines.
Understanding of omnichannel retail strategies and customer behavior analytics.
Experience with real-time data processing and streaming technologies such as Kafka or Spark.
Familiarity with additional contact center platforms including Zendesk, Salesforce Service Cloud, or Amazon Connect.
Exposure to enterprise business solutions, including SAP-based projects.
Knowledge of ITIL and ITSM practices and methodologies.

Responsibilities

Design and implement AI solutions for back-office contact centers using Microsoft Dynamics Contact Center, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware customer support.
Develop, train, and maintain NLP models to analyze customer interactions across voice, chat, email, and social media channels.
Leverage machine learning techniques to predict customer needs, personalize interactions, and reduce overall call volumes.
Integrate AI capabilities with existing systems including Microsoft Dynamics CRM, websites, and mobile applications.
Monitor, evaluate, and optimize AI model performance to ensure high accuracy, responsiveness, and customer satisfaction.
Collaborate with customer service, IT, and data analytics teams to identify automation opportunities and improve engagement outcomes.
Lead and participate in project team activities supporting enterprise system enhancements and AI initiatives.
Develop and maintain comprehensive technical and functional documentation, including designs, diagrams, test plans, scripts, impact analyses, and best-practice artifacts, following Commission standards and templates.
Build and maintain productive working relationships with business owners, project sponsors, vendors, and key stakeholders.
Work independently to complete assigned tasks while adhering to all Commission policies, procedures, and standards.
Utilize a variety of software tools and technologies to perform job duties and support solution delivery.
Perform additional tasks and responsibilities as assigned related to this role.