A Software Developer or Engineer designs or improves computer software. Oversees the entire software development process. Analyzes customer or user needs, designs programs, writes code or instructs computer programmers, tests design, and documents programs. May assist with upgrades or maintenance. May specialize in the design of computer applications or computer systems.
If you are interested in applying for this requirement, please do respond with your updated resume.
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.
