OP Consulting Group LLC · 1 day ago
AI Developer – Dynamics Contact Center Solutions
Middletown, PA
Full-time
Onsite
Senior Level
5+ years expOP Consulting Group LLC is seeking an AI/Machine Learning Engineer to design and implement AI solutions for back-office contact centers using Microsoft Dynamics Contact Center. The role involves building intelligent assistants, automating workflows, and developing NLP models to enhance customer engagement across various channels.
ConsultingInformation TechnologyStaffing AgencyTraining
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 and human-centered customer support
Develop and maintain NLP models to analyze customer inquiries across voice, chat, email, and social channels
Partner with customer service, IT, and data analysis teams to identify and implement automation opportunities to improve customer engagement
Integrate AI capabilities with enterprise systems, including:
Microsoft Dynamics CRM
Website and mobile applications
Related back-end business platforms
Monitor, evaluate, and optimize AI model performance to ensure high accuracy, responsiveness, and customer satisfaction
Apply machine learning techniques to:
Predict customer needs
Personalize interactions
Reduce call volumes and improve routing decisions
Stay current with emerging AI technologies and retail/contact center trends to continuously enhance AI capabilities
Produce and maintain full documentation of work, including:
Technical and functional designs (including diagrams)
Test plans and test scripts
Impact analysis reports
Lessons learned and best practices
Any additional documentation required by the Commission (following required formats/templates)
Develop productive working relationships with business owners, sponsors, vendors, technology teams, and key clients
Lead and participate in project team activities related to enterprise system initiatives
Work independently to accomplish assigned tasks and deliverables
Adhere to all Commission standards, policies, procedures, and documentation requirements
Perform additional duties as assigned
Qualification
Required
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
Experience with ML frameworks such as: TensorFlow, PyTorch
Proficiency with NLP tools/libraries including: spaCy, Hugging Face, NLTK
Hands-on experience with Microsoft Dynamics Contact Center solution, including creating: Voice bots, Chatbots, using Copilot Studio and Azure AI services
Experience deploying AI models into production environments using Azure cloud platforms
Strong communication skills and ability to collaborate effectively with cross-functional teams
Preferred
Experience with voice AI technologies including speech-to-text and conversational AI
Knowledge of customer journey analytics and personalization engines
Understanding of omnichannel retail strategies and customer behavior
Experience with real-time data processing / streaming platforms such as: Kafka, Spark
Familiarity with other customer service/contact center platforms such as: Zendesk, Salesforce Service Cloud, Amazon Connect
Additional beneficial knowledge: Enterprise business solutions (e.g., SAP projects), ITIL / ITSM practices and methodologies
Company
OP Consulting Group LLC
OP Consulting Group LLC, based in Michigan, USA, is a company owned and operated by women.
11-50 employees
H1B Sponsorship
OP Consulting Group LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
Funding
Current Stage
Early StageLeadership Team
Venkata Surapaneni
Founder
Company data provided by crunchbase