AI Developer (CCaaS & Microsoft Copilot )

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Position Title: AI Developer (CCaaS & Microsoft Copilot )

Location: Pensacola, FL and Vienna VA USA

Work Arrangement: Onsite

Role Overview

We are seeking an AI Developer in Pensacola, FL, to build and optimize secure, enterprise-grade conversational AI solutions and real-time agent-assist capabilities for our client Contact Center as a Service (CCaaS) platform. You will leverage Microsoft Copilot Studio, Azure OpenAI, and Power Platform to automate member self-service, enhance contact center agent productivity, and deliver seamless digital banking experiences within strict financial compliance standards (NCUA, GLBA, PCI-DSS).

Key Responsibilities

• Build AI & Copilot Agents: Design and deploy Copilots, virtual assistants, and real-time agent-assist tools using Microsoft Copilot Studio, Azure OpenAI Service, and RAG architectures grounded in credit union knowledge bases.

• CCaaS & Core Systems Integration: Connect AI Copilots to CCaaS platforms (e.g., Dynamics 365 Contact Center, Genesys Cloud, or NICE CXone) and core banking/CRM systems via REST APIs, Power Automate, and Azure Functions.

• Member Self-Service & Agent Assist: Enable automated deflection for routine member inquiries (balances, card management, loan status) and provide live agents with call summaries, intent detection, and next-best-action guidance.

• Compliance & Performance: Ensure strict adherence to financial data privacy, prompt security, and Responsible AI guidelines while tuning model accuracy to improve CSAT, AHT, and First Contact Resolution (FCR).

Requirements & Qualifications

• Experience: 3+ years in software engineering, with 2+ years focused on Microsoft AI and conversational AI technologies. Financial services/credit union background preferred.

• Microsoft AI Stack: Strong hands-on experience with Microsoft Copilot Studio, Azure OpenAI, Azure AI Search, and Power Platform (Dataverse, Power Automate).

• CCaaS Expertise: Proven experience integrating conversational AI or voicebots with contact center ecosystems (Omnichannel/Dynamics 365, Genesys, NICE CXone, etc.).

• Technical Skills: Proficiency in Python, C#, or TypeScript; strong working knowledge of RESTful APIs, Webhooks, NLU, and Prompt Engineering.

Education:

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.