Location: Merrifield, VA
Hands-on builder role focused on designing, developing, testing, and deploying AI-powered customer and employee engagement solutions using Microsoft Copilot Studio and modern CCaaS platforms. Responsible for delivering production-ready AI solutions that enhance member experiences, improve employee productivity, and enable next-gen contact center capabilities.
Build and deploy Copilot Studio agents end-to-end.
Develop conversational experiences for voice and chat channels.
Configure topics, prompts, actions, orchestration flows, and agent behaviors.
Integrate with APIs, Dataverse, SharePoint, Dynamics 365, Teams, and enterprise systems.
Implement RAG solutions using enterprise knowledge sources.
Develop AI-powered Agent Assist features (summarization, recommendations, next-best-action, intelligent search, post-call automation).
Configure and deploy Voice AI and IVR automation.
Optimize self-service virtual assistants.
Debug and improve AI response quality.
Copilot Studio: 3+ years hands-on experience, multiple production deployments, enterprise integrations.
Contact Center/CCaaS: 3+ years implementing platforms (Dynamics 365 Contact Center, Genesys), IVR design, call flows, routing, agent desktop, workforce optimization.
Generative AI: LLMs, prompt engineering, RAG, Azure OpenAI, AI Foundry, conversational AI design, model evaluation, governance.
Microsoft: Copilot Studio, Power Platform, Power Automate, Dataverse, Power Apps, Dynamics 365, Teams, Azure Services.
AI: Azure OpenAI, AI Foundry, semantic search, vector databases, conversational/voice AI.
Development: REST APIs, JSON, JavaScript, Python, C#, Git, Azure DevOps, CI/CD pipelines.
