AI Developer

📋 Description

• • Architect and deliver end-to-end AI solutions that transform back-office contact center operations into intelligent, self-learning ecosystems. You will design voice and chat virtual assistants, intelligent routing engines, and sentiment-aware support flows that reduce average handle time, boost first-contact resolution, and elevate customer satisfaction across phone, email, chat, and social channels.
• • Own the full NLP/ML lifecycle: collect and label multi-channel interaction data, train transformer-based models with TensorFlow & PyTorch, validate accuracy with rigorous A/B and shadow tests, and deploy containerized micro-services to Azure Kubernetes Service. Continuously monitor drift, retrain weekly, and tune hyper-parameters to keep intent classification F1 > 90 % and sentiment polarity within 0.05 of human labels.
• • Partner daily with customer service leadership, IT architects, and data engineers to identify high-impact automation opportunities—think refund status bots that shave 40 % off call volume or predictive churn alerts that trigger proactive outreach. Translate business OKRs into technical epics, write clear user stories, and present sprint demos that show measurable ROI.
• • Integrate AI capabilities with enterprise CRM (Dynamics 365), public websites, and native mobile apps through secure REST/GraphQL APIs and event-driven Azure Service Bus topics. Ensure real-time personalization by syncing customer profiles, order history, and loyalty data in under 200 ms end-to-end latency.
• • Build and maintain comprehensive documentation: architecture decision records, sequence diagrams, data flow maps, model cards, test plans, run-books, and compliance checklists that satisfy both ISO 27001 and SOC 2 auditors. Contribute reusable templates to the internal knowledge base so future teams ramp in days, not weeks.
• • Research emerging AI technologies—large language models, few-shot learning, voice biometrics—and run quarterly proof-of-concepts that could unlock next-level experiences. Present findings in lunch-and-learns and influence the 18-month product roadmap.
• • Champion responsible AI: implement bias detection pipelines, fairness dashboards, and explainability layers that surface the top three decision factors to agents and customers alike. Work with Legal & Ethics to ensure GDPR, CCPA, and ADA compliance across every interaction.
• • Lead agile ceremonies as a technical anchor: groom backlogs, estimate story points, enforce Definition of Done, and mentor junior data scientists through pair programming and code reviews. Foster a culture of experimentation where failed hypotheses become documented learnings.
• • Travel to Middletown, PA for one focused, onsite week per month to whiteboard with stakeholders, conduct user-shadowing in the contact center, and align on upcoming releases. The rest of your time is fully remote, giving you deep-work blocks to push the boundaries of conversational AI.
• • Deliver demonstrable impact: within 90 days, launch a pilot chatbot handling 25 % of tier-1 inquiries; by month 5, expand to voice with human-level CSAT. Your work will directly reduce operational costs, empower agents to handle complex empathy-driven cases, and set the gold standard for omnichannel retail AI.