Jobs via Dice ยท 2 days ago
Machine Learning Engineer
Middletown, PA
Full-time
Onsite
Senior Level
5+ years expINNOVIT USA INC is a client of Dice, focused on providing AI solutions for contact centers. The Machine Learning Engineer will design and implement AI solutions, develop NLP models, and collaborate with various teams to enhance customer engagement and optimize AI performance.
Computer Software
Responsibilities
Design and implement AI solutions for back-office contact centers using Dynamics Contact Center solution, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware human centered customer support
Develop and maintain Natural Language Processing (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 Customer Relationship Management (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 our contact center capabilities
Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the Commission. This documentation shall follow the format and/or templates as instructed by the Commission
Develop and maintain a productive working relationship 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
Adhere to and follow all The Commission standards, policies, and procedures
Utilize various software and/or technology tools to perform job duties
Perform tasks and other duties as related to this position and role and assigned by the Commission
Qualification
Required
Bachelor s or Master s degree in Computer Science, Artificial Intelligence, Data Science, or related field
5+ years of experience in AI Machine Learning (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
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)
Enterprise Business Solutions, specifically SAP projects
ITIL / ITSM practices and methodologies
Company
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase