AI Developer- Malvern, PA

QTech•Malvern, PA

2d•Onsite

About The Position

The AI Developer will design, implement, and optimize AI-driven solutions for enterprise contact center operations using Microsoft Dynamics Contact Center and Azure AI services. This role focuses on intelligent automation, NLP, virtual assistants, and sentiment-aware customer engagement across multiple channels.

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/ML development, preferably in retail or customer service environments.
Strong proficiency in Python and ML frameworks such as TensorFlow and PyTorch.
Expertise with NLP tools and libraries (e.g., spaCy, Hugging Face, NLTK).
Hands-on experience with Microsoft Dynamics Contact Center, including: Voice bots and chatbots, Copilot Studio and Azure AI services
Experience deploying AI models to production in Azure cloud environments.

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 other contact center platforms (Zendesk, Salesforce Service Cloud, Amazon Connect).
Enterprise business solutions (e.g., SAP projects)
ITIL / ITSM methodologies

Responsibilities

Design and implement AI solutions for back-office contact centers using Microsoft Dynamics Contact Center, including: Voice and chat virtual assistants, Intelligent routing, Sentiment-aware, human-centered customer support
Develop and maintain NLP models to analyze customer inquiries across voice, chat, email, and social media channels.
Collaborate with customer service, IT, and data teams to identify automation opportunities and enhance customer engagement.
Integrate AI solutions with existing platforms, including Microsoft Dynamics CRM, websites, and mobile applications.
Monitor, evaluate, and optimize AI model performance for accuracy, responsiveness, and customer satisfaction.
Apply machine learning techniques to predict customer needs, personalize interactions, and reduce call volumes.
Stay current on emerging AI technologies and retail/customer service trends.
Fully document all work products, including: Technical and functional designs, Diagrams, test plans, and test scripts, Impact analyses, lessons learned, and best practices. Documentation must follow Commission-provided formats and templates.
Build and maintain strong working relationships with business owners, IT staff, vendors, and stakeholders.
Lead or participate in enterprise system project activities.
Work independently while adhering to all Commission standards, policies, and procedures.
Perform additional duties as assigned.