AI & ML Developer

Independent Contractor – AI & ML Developer (Remote)

20four7VA is a global leader in providing virtual staffing solutions. We are expanding our technology team to integrate AI-driven automation into customer support and ticketing systems. We are seeking a skilled AI & ML Developer with expertise in NLP, chatbot development, and intelligent automation.

Work Hours: 20 hrs/week (potential to go full-time)

Schedule: 9:30 AM – 2:30 PM EST (Flexi, preferably weekdays)

Key Responsibilities

• Design and develop NLP models for chatbots, sentiment analysis, and document processing.
• Implement text classification, named entity recognition (NER), summarization, and translation.
• Fine-tune and deploy pre-trained LLMs (e.g., GPT-4, BERT, LLaMA, T5).

AI-Powered Chatbot Development

• Build and deploy intelligent chatbots for customer support and ticketing automation.
• Implement intent recognition, entity extraction, and context-aware dialogue flows.
• Integrate chatbots with WhatsApp, Slack, MS Teams, and WebChat.
• Enable multi-turn conversations and proactive AI-driven responses.

Ticketing System Optimization

• Develop AI models for ticket categorization, prioritization, and auto-routing.
• Implement AI-powered auto-response generation for FAQs.
• Apply reinforcement learning for optimizing resolution workflows.

Data Processing & Annotation

• Preprocess and clean ticketing logs, chat transcripts, and emails.
• Apply tokenization, lemmatization, and embeddings for improved NLP accuracy.
• Enhance supervised models through dataset labeling and annotation.

API & System Integration

• Build APIs for AI-driven chatbot and ticketing automation.
• Integrate with CRMs and ITSM tools (e.g., ServiceNow, Zendesk, Freshdesk).
• Create real-time NLP analytics dashboards for chatbot performance tracking.

AI Model Optimization & Evaluation

• Conduct A/B testing, hyperparameter tuning, and model benchmarking.
• Apply evaluation metrics (F1-score, BLEU, ROUGE, perplexity).
• Optimize for low-latency, real-time interactions.

Research & Continuous Improvement

• Stay updated with the latest in LLMs, generative AI, and conversational AI.
• Experiment with Gemini, Claude, Mistral, and other cutting-edge models.
• Contribute to innovation in AI-driven automated support systems.

Security, Compliance & Ethics

• Ensure compliance with GDPR, CCPA, HIPAA (where applicable).
• Implement bias detection, fairness, and ethical AI practices.
• Secure models against adversarial attacks and vulnerabilities.

Collaboration & Documentation

• Work with IT, customer support, and automation teams.
• Document architectures, workflows, and training pipelines.
• Conduct internal training sessions for teams on AI automation tools.

Technologies & Tools

• Programming: Python, Django, Flask
• AI/ML: OpenAI API, Hugging Face Transformers, TensorFlow, PyTorch
• Frontend/Integration: React, REST APIs, Webhooks
• Databases: MySQL, MongoDB, PostgreSQL
• Platforms: NLP/Conversational AI platforms (Dialogflow, Rasa, LangChain, etc.)

Preferred Experience

• AI-powered chat-based support systems.
• Automated ticketing workflows using ML.
• Hands-on experience with large-scale chatbot deployments.
• Exposure to enterprise-level CRM/ITSM integrations.

Why Join Us?

• Opportunity to steer AI innovation in global support systems.
• Flexible schedule with potential to grow into full-time role.
• Collaborative remote-first culture with focus on automation, innovation, and impact.