Skywalk Global Pvt. Ltd.
AI Developer – Dynamics Contact Center Solutions
Location : Remote (hybrid possible). Candidates within 1.5 hours of Middletown, PA considered. Responsibilities
Design and implement AI solutions for back‑office contact centers using Dynamics Contact Center, including virtual assistants for voice and chat, intelligent routing, and 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 analysis teams to identify automation opportunities and improve customer engagement. Integrate AI capabilities with existing systems such as Microsoft Dynamics CRM, website and mobile app. Monitor and optimize AI model performance to ensure high accuracy, responsiveness, and customer satisfaction. Leverage machine learning to predict customer needs, personalize interactions, and reduce call volumes. Stay up‑to‑date with emerging AI technologies and retail trends to continuously enhance contact center capabilities. Fully document all work associated with the position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices. Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients. Lead and participate in project team activities for system work efforts related to enterprise systems. Work independently to accomplish the tasks and duties assigned. Required Qualifications
Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or related field. 5+ years of experience in AI/ML development, preferably in retail or customer service environments. Strong programming skills in Python and experience with ML frameworks (e.g., TensorFlow, PyTorch). Proficiency in NLP tools and libraries (e.g., spaCy, Hugging Face, NLTK). Hands‑on experience in Microsoft Dynamics Contact Center solution creating voice bot and chatbot using Copilot Studio and other Azure AI services. Experience with cloud platforms (Azure) and deploying AI models in production. Preferred Qualifications
Experience with voice AI and speech‑to‑text technologies. Knowledge of customer journey analytics and personalization engines. Understanding of omnichannel retail strategies and customer behavior. Experience with real‑time data processing and streaming platforms (e.g., Kafka, Spark). Familiarity with other contact center platforms and tools (e.g., Zendesk, Salesforce Service Cloud, Amazon Connect). EEO Statement
All qualified applicants will receive equal consideration for employment. Washington public sector hiring is governed by the Equal Employment Opportunity Compliance Act and the provisions of Title 71 Code of Washington.
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Location : Remote (hybrid possible). Candidates within 1.5 hours of Middletown, PA considered. Responsibilities
Design and implement AI solutions for back‑office contact centers using Dynamics Contact Center, including virtual assistants for voice and chat, intelligent routing, and 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 analysis teams to identify automation opportunities and improve customer engagement. Integrate AI capabilities with existing systems such as Microsoft Dynamics CRM, website and mobile app. Monitor and optimize AI model performance to ensure high accuracy, responsiveness, and customer satisfaction. Leverage machine learning to predict customer needs, personalize interactions, and reduce call volumes. Stay up‑to‑date with emerging AI technologies and retail trends to continuously enhance contact center capabilities. Fully document all work associated with the position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices. Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients. Lead and participate in project team activities for system work efforts related to enterprise systems. Work independently to accomplish the tasks and duties assigned. Required Qualifications
Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or related field. 5+ years of experience in AI/ML development, preferably in retail or customer service environments. Strong programming skills in Python and experience with ML frameworks (e.g., TensorFlow, PyTorch). Proficiency in NLP tools and libraries (e.g., spaCy, Hugging Face, NLTK). Hands‑on experience in Microsoft Dynamics Contact Center solution creating voice bot and chatbot using Copilot Studio and other Azure AI services. Experience with cloud platforms (Azure) and deploying AI models in production. Preferred Qualifications
Experience with voice AI and speech‑to‑text technologies. Knowledge of customer journey analytics and personalization engines. Understanding of omnichannel retail strategies and customer behavior. Experience with real‑time data processing and streaming platforms (e.g., Kafka, Spark). Familiarity with other contact center platforms and tools (e.g., Zendesk, Salesforce Service Cloud, Amazon Connect). EEO Statement
All qualified applicants will receive equal consideration for employment. Washington public sector hiring is governed by the Equal Employment Opportunity Compliance Act and the provisions of Title 71 Code of Washington.
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