AI/ML Engineering Director

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

📋 Description

• Evaluate the existing service desk and contact center environments, focusing on personnel, processes, technology, and financial models.

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

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

• Analyze client data to generate value-driven proposals that showcase return on investment and quantifiable cost reductions.

• Provide counsel to clients on minimizing manual tasks and repetitive support processes through intelligent automation and AI solutions.

• Present relevant technologies and methodologies to internal and client stakeholders.

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

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

• Lead workshops, stakeholder interviews, and operational evaluations.

• Transform operational challenges into scalable technical and process solutions.

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

• Collaborate with delivery teams, engineers, and client stakeholders to ensure alignment of solutions with mission outcomes and compliance requirements.

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

• Achieve outcomes including reduced labor-intensive support, enhanced automation and self-service, improved customer and employee experiences, quicker resolution times, operational efficiency improvements, measurable cost optimization, sustainable modernization, and portfolio expansion.

⛳️ Requirements

• Bachelor's Degree in Information Technology or equivalent experience.

• Minimum of 5 years of relevant experience required.

• Preferred experience of 15+ years in related fields.

• At least 8 years of experience in artificial intelligence, machine learning, intelligent workflow automation, or a similar technical discipline.

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

• US Citizenship is required.

• Experience in applying modern AI techniques to real-world challenges in complex technical environments across Government or Commercial sectors.

• Proven track record in designing or implementing AI and automation solutions within support organizations.

• Capability to assess and reinvent support operating models for enhanced efficiency and scalability.

• Strong executive-level communication and consulting skills in client-facing roles.

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

• Familiarity with Agentic and Gen AI-enabled support functionalities and copilots.

• Background in developing business cases or ROI/cost models for automation projects.

• Practical experience with Virtual Agents, LLM orchestration, Agentic AI patterns, safety/compliance measures, conversational design, AI evaluation frameworks, prompt engineering, and context engineering.

🏝️ Benefits

• Comprehensive benefits and wellness packages.

• 401(k) plan with company matching.

• Competitive salary.

• Paid time off.

• AI-driven career tool that highlights career advancements and learning opportunities.

• Internal mobility team dedicated to supporting career aspirations.

• Flexible work schedule.

• Medical plan options, including those with Health Savings Accounts.

• Dental insurance options.

• Vision coverage.

• Pre-tax and post-tax 401(k) contributions up to IRS annual limits.

• Leave for vacation, sick days, personal matters, holidays, parental leave, military duties, bereavement, and jury duty.

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

• 10 paid holidays throughout the year.

• Up to 160 hours of paid family leave within a rolling 12-month period for eligible employees.

• Short-term and long-term disability benefits.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.

• Award-winning culture that fosters innovation.

• Military-friendly workplace.