AI Developer – CCaaS & Microsoft Copilot

Job Title: AI Developer – CCaaS & Microsoft Copilot

Location: Pensacola, FL or Vienna, VA)

Duration: Long Term

Job Description:

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: 5+ 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.

At Radiant Digital, we provide IT solutions and consulting services to help government agencies and businesses in the USA, Canada, the Middle East, and Southeast Asia. On the federal side, we support agencies like NASA, the Department of State (DOS), the IRS, ACL, ACF,USDA and many others, along with numerous state and local government agencies.

We work with industries like telecom, healthcare, entertainment, oil and gas offering solutions designed to meet their specific needs. We focus on improving systems, making better use of data, and updating applications to keep up with changing markets.