Description

You will design and implement AI solutions for back-office contact centers, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware customer support.

Responsibilities

• Develop and maintain Natural Language Processing (NLP) models analyzing customer inquiries across voice, chat, email, and social media.
• Integrate AI capabilities with existing systems like Microsoft Dynamics CRM, website, and mobile apps.
• Monitor and optimize AI model performance to ensure accuracy and responsiveness.
• Leverage machine learning to predict customer needs and personalize interactions to reduce call volumes.
• Document all technical and functional designs, test plans, and impact analyses for all work.

Required Skills

• Bachelor’s or Master’s degree in Computer Science, AI, Data Science, or related field.
• 5+ years of experience in AI Machine Learning (ML) development, preferably in retail or customer service.
• Strong programming skills in Python and experience with ML frameworks like TensorFlow and PyTorch.
• Proficiency in NLP tools and libraries such as spaCy, Hugging Face, or NLTK.
• Hands-on experience with Microsoft Dynamics Contact Center solution, building voice bots and chatbots using Copilot Studio and Azure AI services.
• Experience with cloud platforms, specifically Azure, and deploying AI models into production.
• Experience with Kafka and Spark.
• Familiarity with ITIL practices.
• Experience with Zendesk or Salesforce Service Cloud.

Preferred Skills

• Experience with voice AI and speech-to-text technologies.
• Knowledge of customer journey analytics and personalization engines.

Key Skills

Education

Bachelor's or Master's degrees