AI – Automation Engineer

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Design, construct, and implement Tier Zero self-service capabilities, which encompass virtual agents, AI-driven chatbots, and automated troubleshooting tools that address incidents and service requests autonomously.

• Execute intelligent routing mechanisms that guide incidents and service requests to the appropriate resolution pathways based on issue type, user context, and historical trends.

• Deploy and sustain AI-driven predictive maintenance tools that identify hardware and software problems proactively, minimizing unexpected downtime for end users.

• Create and manage Tier Zero knowledge bases, including automated content updates, analytics-focused gap identification, and integration with ITSM ticketing systems.

• Develop automation workflows utilizing both low-code and pro-code tools, such as Power Automate and similar platforms, to enhance efficiency in repetitive processes across IT operations.

• Connect virtual agents and automation solutions with current ITSM platforms to ensure smooth escalation to human technicians when Tier Zero resolutions are insufficient.

• Monitor and report on Tier Zero performance indicators, including deflection rates, chatbot resolution success rates, and end-user satisfaction, utilizing this data to foster continuous improvement.

• Collaborate with the Service Desk Manager and cloud/platform engineering teams to ensure alignment of automation builds with operational priorities and platform governance standards.

• Guarantee that all Tier Zero and AI-enabled tools comply with Section 508 and WCAG accessibility guidelines prior to deployment.

• Document automation architectures, configuration baselines, and runbooks to facilitate the maintenance, extension, and effective handoff of solutions.

⛳️ Requirements

• Bachelor's degree or equivalent qualification.

• Over 5 years of experience in AI engineering, automation engineering, or a similar IT engineering field.

• More than 3 years of practical experience in designing and deploying virtual agents or conversational AI solutions in production settings.

• At least 2 years of experience with low-code and workflow automation platforms like Power Automate, ServiceNow Flow Designer, or equivalent technologies.

• Minimum of 2 years of experience supporting federal IT initiatives within HHS, NIH, FDA, or other health-related agencies.

• U.S. Citizenship is required due to federal contract stipulations.

• Capability to obtain and uphold a Public Trust background investigation.

🏝️ Benefits

• Reasonable accommodations are provided, including, but not limited to, support for disabled veterans, individuals with disabilities, and those with sincerely held religious beliefs throughout all stages of the application and employment process.