AI/ML Engineering Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate the current service desk and contact center environments, focusing on personnel, processes, technology, and operating and cost models.

• Create future support models that prioritize AI, automation, self-service, and workflow orchestration.

• Formulate modernization roadmaps that align with federal mission requirements, user experience goals, and objectives for operational efficiency.

• Analyze client data to develop value-driven proposals that demonstrate return on investment and quantifiable cost savings.

• Provide guidance to clients on minimizing manual efforts and repetitive support tasks through intelligent automation and AI-driven solutions.

• Update internal and customer stakeholders on relevant technologies and methodologies.

• Assist in capture and business development efforts, including proposals, requests for information, and whitepapers.

• Contribute to transformation initiatives related to ITSM, customer experience, omnichannel support, and enterprise service management.

• Lead workshops, stakeholder interviews, and operational assessments.

• Transform operational challenges into scalable technical and process solutions.

• Generate architectural documentation, transformation strategies, business cases, and executive-level presentations.

• Work alongside delivery teams, engineers, and client stakeholders to ensure solutions align with mission outcomes and compliance requirements.

• Assess, recommend, and implement solutions such as conversational AI/chatbots, virtual agents, intelligent routing, KCS, RPA/agentic automation, workflow automation platforms, agent assist capabilities, predictive analytics, and reporting.

• Show measurable advancements in automation, self-service adoption, customer and employee experience, resolution times, operational efficiency, cost optimization, modernization sustainability, and portfolio growth.

⛳️ Requirements

• Bachelor’s Degree in Information Technology or equivalent experience required.

• A minimum of 5 years of relevant experience is required.

• Preferred experience of 15+ years in related fields.

• Preferred 8+ years of experience in artificial intelligence, machine learning, intelligent workflow automation, or a comparable technical domain.

• Must be eligible to obtain and maintain a Top Secret security clearance.

• US Citizenship is mandatory.

• Proven experience in applying modern AI methods to real-world challenges in complex technical settings across Government or Commercial sectors.

• Background in designing or implementing AI and automation solutions in support organizations is essential.

• Capability to evaluate and redesign support operating models for enhanced efficiency and scalability.

• Exceptional executive communication and client-facing consulting skills are required.

• Experience in managing or supporting a work portfolio, including adherence to a cost model or managing P&L.

• Knowledge of Agentic and Gen AI-enabled support capabilities and copilots.

• Experience in developing business cases or ROI/Cost models for automation projects.

• Practical experience with virtual agents, LLM orchestration, agentic AI patterns, safety measures, compliance and guardrails, conversational design, AI evaluation frameworks, prompt engineering, and context engineering.

🏝️ Benefits

• Extensive medical plan options, including those with Health Savings Accounts.

• Dental plan choices available.

• Vision plan provided.

• 401(k) plan with pre-tax and post-tax contributions along with company matching.

• Flexible work weeks wherever feasible.

• Paid time off encompassing vacation, sick leave, personal time, holidays, parental leave, military leave, bereavement leave, and jury duty leave.

• Typically, 15 days of paid leave are granted each calendar year.

• 10 paid holidays observed annually.

• Eligible employees can receive up to 160 hours of paid family leave within a rolling 12-month period.

• Short- and long-term disability insurance benefits provided.

• Life insurance coverage available.

• Accidental death and dismemberment insurance offered.

• Personal accident insurance included.

• Critical illness insurance available.

• Business travel and accident insurance provided.

• AI-driven career tool identifying career paths and learning opportunities.

• Internal mobility assistance available.

• Wellness packages offered.

• Recognized culture of innovation and a military-friendly workplace.