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Jobs · Engineering · Florida

AI Developer - CCaaS & Microsoft Copilot

Radiant Digital Solutions LLC · Florida, United States · 2 wk ago
EngineeringFull-time

About the Role

Design and deploy conversational AI solutions and real-time agent assist tools using Microsoft Copilot Studio, Azure OpenAI, and Power Platform. Integrate AI Copilots with CCaaS platforms (e.g., Dynamics 365, Genesys Cloud, NICE CXone) and core banking/CRM systems via REST APIs, Power Automate, and Azure Functions. Automate member self-service tasks (such as balance inquiries, card management, loan status) and empower contact center agents with call summaries, intent detection, and guidance on next actions.

Ensure all solutions comply with financial data privacy and security standards (NCUA, GLBA, PCI-DSS) and Responsible AI guidelines. Tune and optimize AI models to improve customer satisfaction (CSAT), average handle time (AHT), and first contact resolution (FCR). Collaborate with cross-functional teams to deliver seamless and secure digital banking experiences.

Responsibilities

  • Design and deploy conversational AI solutions and real-time agent assist tools using Microsoft Copilot Studio, Azure OpenAI, and Power Platform.
  • Integrate AI Copilots with CCaaS platforms (e.g., Dynamics 365, Genesys Cloud, NICE CXone) and core banking/CRM systems via REST APIs, Power Automate, and Azure Functions.
  • Automate member self-service tasks such as balance inquiries, card management, and loan status.
  • Empower contact center agents with call summaries, intent detection, and guidance on next actions.
  • Ensure compliance with financial data privacy and security standards (NCUA, GLBA, PCI-DSS) and Responsible AI guidelines.
  • Tune and optimize AI models to improve customer satisfaction (CSAT), average handle time (AHT), and first contact resolution (FCR).
  • Collaborate with cross-functional teams to deliver seamless and secure digital banking experiences.
  • Participate in ongoing performance monitoring and troubleshooting of AI and CCaaS integrations.
  • Maintain up-to-date documentation and ensure knowledge base integrity for AI models.
  • Stay current with emerging trends in conversational AI, Microsoft AI stack, and CCaaS technologies.

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