About the Role:
We are seeking an experienced MS Dynamics 365 AI Developer to design and implement intelligent, AI-driven solutions for Dynamics Contact Center environments.
This role focuses on building next-generation customer engagement systems using AI, NLP, and cloud technologies to enhance customer experience across voice, chat, email, and social channels.
Key Responsibilities:
- Design and implement AI-powered solutions for Dynamics Contact Center, including:
- Virtual assistants (voice bots & chatbots)
- Intelligent routing systems
- Sentiment-aware customer support solutions
- Develop and maintain NLP models to analyze customer interactions across multiple channels
- Integrate AI capabilities with:
- Microsoft Dynamics CRM
- Websites and mobile applications
- Leverage machine learning to:
- Predict customer needs
- Personalize interactions
- Reduce call volumes
- Monitor, evaluate, and optimize AI model performance for accuracy and responsiveness
- Collaborate with customer service, IT, and data teams to identify automation opportunities
- Work on end-to-end AI deployment using Azure cloud services
- Create and maintain detailed documentation, including:
- Technical & functional designs
- Test plans and scripts
- Impact analysis reports
- Best practices and lessons learned
- Participate in enterprise-level project activities and stakeholder coordination
- Ensure adherence to organizational standards, policies, and procedures
Required Qualifications:
- Bachelor’s or Master’s degree in Computer Science, AI, Data Science, or related field
- 6+ years of experience in AI/ML development, preferably in customer service or retail domains
- Strong programming skills in Python
- Hands-on experience with ML frameworks:
- TensorFlow / PyTorch
- Strong expertise in Natural Language Processing (NLP) using:
- spaCy, Hugging Face, NLTK
- Proven experience with:
- Microsoft Dynamics Contact Center
- Copilot Studio (for chatbot & voice bot development)
- Azure AI services
- Experience deploying AI models on Azure cloud environments
Preferred Qualifications:
- 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 such as:
- Zendesk
- Salesforce Service Cloud
- Amazon Connect
Additional Skills (Good to Have):
- Exposure to Enterprise Business Solutions (SAP projects)
- Knowledge of ITIL / ITSM practices and methodologies
Work Location: Remote
