AI Developer - CCaaS & Microsoft Copilot

Location: Pensacola, FL or Vienna, VA)

Duration: Long Term

Job Summary

• 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.
• 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.