AI Developer – Dynamics Contact Center Solutions

S R INTERNATIONAL INC•Harrisburg, PA

20h•Hybrid

About The Position

The Pennsylvania Turnpike Commission is seeking an experienced AI Developer to design and implement intelligent, AI-driven contact center solutions using Microsoft Dynamics Contact Center and Azure AI services. This role will focus on virtual assistants, NLP, intelligent routing, and sentiment-aware customer support across omnichannel platforms. The position is currently remote but may require hybrid onsite work in Middletown, PA.

Requirements

Bachelor’s or Master’s degree in Computer Science, AI, Data Science, or related field
5+ years of experience in AI / Machine Learning development
Strong Python programming skills
Hands-on experience with TensorFlow and/or PyTorch
Proficiency with NLP tools (spaCy, Hugging Face, NLTK)
Hands-on experience with Microsoft Dynamics Contact Center, including voice and chatbot development using Copilot Studio
Experience deploying AI solutions on Microsoft Azure
Must be located within 1.5 hours of Middletown, PA
Required onsite presence 1 week per month
In-person interviews, onboarding, and orientation required in Middletown, PA
Candidate must be able to report onsite within 3 hours in case of emergencies
Background checks (state and national) required

Nice To Haves

Experience with voice AI and speech-to-text technologies
Knowledge of customer journey analytics and personalization engines
Understanding of omnichannel customer engagement strategies
Experience with real-time data processing (Kafka, Spark)
Familiarity with Zendesk, Salesforce Service Cloud, Amazon Connect
Experience with SAP enterprise systems
Knowledge of ITIL / ITSM practices

Responsibilities

Design and implement AI solutions for contact centers using Microsoft Dynamics Contact Center
Build and enhance voice bots and chatbots using Copilot Studio and Azure AI services
Develop and maintain NLP models across voice, chat, email, and social channels
Integrate AI solutions with Dynamics CRM, web, and mobile applications
Optimize AI/ML model performance for accuracy, scalability, and customer satisfaction
Apply machine learning to predict customer needs and personalize interactions
Collaborate with IT, business, data, and customer service teams
Lead and participate in enterprise system project activities
Create and maintain comprehensive technical and functional documentation
Follow Commission standards, policies, and security procedures