Position Type: Mostly Remote
Hybrid Schedule: Onsite meetings for 1 week per month based on the schedule set by the team lead
Contract Length: 5 months + extensions
Position Overview:
This role designs, builds, and optimizes AI-driven solutions that enhance back-office contact center operations through intelligent automation, virtual assistants, and data-driven customer engagement. The position partners closely with technical and business stakeholders to deliver scalable, well-documented AI capabilities that improve efficiency, accuracy, and customer satisfaction across omnichannel environments.
Duties:
Design and implement AI solutions for contact centers, including voice and chat virtual assistants, intelligent routing, and sentiment-aware, human-centered support.
Develop, train, and maintain NLP models to analyze customer interactions across voice, chat, email, and social media channels.
Collaborate with customer service, IT, and data teams to identify automation opportunities and improve engagement outcomes.
Integrate AI capabilities with enterprise systems, including CRM platforms, websites, and mobile applications.
Monitor, tune, and optimize AI and ML models to ensure accuracy, performance, and positive customer experiences.
Apply machine learning techniques to predict customer needs, personalize interactions, and reduce overall contact volumes.
Research and evaluate emerging AI technologies and industry trends to continuously enhance contact center capabilities.
Produce comprehensive technical and functional documentation, including designs, diagrams, test plans, scripts, impact analyses, and best-practice guidance, following established standards and templates.
Build and maintain strong working relationships with technology teams, business owners, project sponsors, vendors, and key stakeholders.
Lead and actively participate in project team activities supporting enterprise system initiatives.
Work independently to manage assigned tasks and deliverables with minimal supervision.
Adhere to all organizational standards, policies, and procedures.
Utilize a variety of software tools and technologies to perform job responsibilities.
Perform additional related duties as required to support the role and organizational objectives.
5+ years of experience in AI and Machine Learning (ML) development, preferably within retail or customer service environments.
Strong programming expertise in Python with hands-on experience using ML frameworks such as TensorFlow and PyTorch.
Demonstrated proficiency with Natural Language Processing (NLP) tools and libraries, including spaCy, Hugging Face, and NLTK.
Hands-on experience designing and building voice bots and chatbots using Microsoft Dynamics Contact Center solutions, Copilot Studio, and Azure AI services.
Experience deploying and supporting AI/ML models in production environments on Azure cloud platforms.
Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related field.
Experience with voice AI technologies, including speech-to-text and conversational AI solutions.
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 such as Kafka and Spark.
Familiarity with additional contact center platforms and tools, including Zendesk, Salesforce Service Cloud, and Amazon Connect.
Top Skills
What We Do
LingaTech, Inc., a minority owned business, NMSDC MBE Certified, and is PA Small Diverse Business (SDB) Verified since 2014. We are a member of the Harrisburg Regional Chamber of Commerce & CREDC, and are registered with Hireveterans.com & PurplePlacement.com.
We believe in technology innovation and customer partnership to deliver world class IT consultants, products and services. We provide high end consultants to partner with your organization to maximize your growth and achieve your IT goals. As your technology partner, when your business grows we grow with you.
We offer software services in three major areas – Product development, Custom software development and Project Management. With professionals having more than 15 years of experience in software industry, our clients are assured of products/services that are of great quality.
