SPECTRUM

#Eng-IT-01

Job Summary

This position involves designing and implementing AI solutions for back-office contact centers using Dynamics Contact Center solutions. The role is currently remote, with the potential to change to a hybrid model.

Responsibilities

• Design and implement AI solutions, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware customer support.
• Develop and maintain Natural Language Processing (NLP) models to analyze customer inquiries across various channels, including voice, chat, email, and social media.
• Collaborate with customer service, IT, and data analysis teams to identify automation opportunities and enhance 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 and customer satisfaction.
• Use machine learning to predict customer needs, personalize interactions, and reduce call volumes.
• Stay updated with emerging AI technologies and retail trends to continuously improve contact center capabilities.
• Document all work created, including technical and functional designs, test plans, scripts, and impact analysis reports.
• Develop and maintain productive relationships with technology staff, business owners, project sponsors, vendors, and clients.
• Lead and participate in project team activities related to enterprise systems.
• Work independently to accomplish assigned tasks and duties.
• Adhere to all organizational standards, policies, and procedures.
• Utilize various software and technology tools to perform job duties.

Required Qualifications

• 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 bots and chatbots 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).
• Additional beneficial skills include experience with Enterprise Business Solutions, specifically SAP projects, and ITIL / ITSM practices and methodologies.

Engagement Requirements

• Candidate’s location is preferred to be within the Continental United States.
• The work location will be virtual/remote until further notice, with potential onsite requirements in Middletown, PA.
• Onsite meetings and post go-live support activities may be required.
• An orientation session will be held onsite, where the resource will pick up assigned equipment.
• Travel expenses, if authorized, must adhere to federal GSA guidelines.
• Vendor resources must complete onboarding forms and background checks.
• Resources are expected to follow virtual work guidelines, including using cameras during meetings and maintaining a professional appearance.

Middletown, PA, offers a welcoming community with a rich history and convenient access to major cities, providing an ideal location for professionals seeking a balanced lifestyle.

Benefits
PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

Equal Opportunity Employer (EEO)
PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

Candidate Privacy
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/

AI Recruiting Disclosure
We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.