Generative AI Solution Engineer

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

📋 Description

• Design, configure, and implement AI agents to facilitate customer self-service through voice and chat interfaces.

• Create Retrieval-Augmented Generation from approved HUD program materials and ensure the accuracy of the knowledge base.

• Execute prompt engineering, topic routing, establish guardrails, and ensure safe escalation to live representatives.

• Develop contact-center workflows, bots, and serverless functions that link AI agents to customer channels and backend systems.

• Maintain conversation context throughout interactions across voice, chat, and transitions to live agents.

• Provide AI support for customer service representatives, including suggested responses and summaries of customer interactions.

• Incorporate AI functionalities with contact-center and CRM platforms utilizing secure logging, encryption, and least-privilege access principles.

• Oversee AI testing, response-quality enhancement, grounding validation, latency optimization, multilingual testing, and adversarial testing in accordance with OWASP Top 10 for LLM Applications.

• Establish and conduct continuous AI quality assessments focusing on accuracy, grounding, safety, and resolution of customer needs.

• Generate documentation necessary for federal AI governance and security authorization processes.

• Collaborate with the ISSO on NIST SP 800-53 controls and privacy assessments.

• Assist with HUD’s AI use-case inventory as per OMB M-25-21 guidelines.

• Manage configurations of AI agents, prompts, guardrails, and flows as code through government change control procedures.

⛳️ Requirements

• Bachelor’s degree with over 8 years of experience in software engineering or cloud development.

• Minimum of 3 years’ experience in Generative AI or LLM application development.

• Successfully delivered at least one customer-facing generative AI solution from pilot to production with measurable outcomes.

• Proficient software development skills, particularly in Python, along with experience in creating production cloud solutions, ideally on AWS.

• Practical experience in building AI agents, RAG patterns, and vector-based retrieval within a cloud contact-center, CRM, or generative AI platform.

• Knowledge of APIs, distributed systems, and secure cloud architecture.

• Capability to operate effectively in a regulated government setting, including familiarity with NIST SP 800-53 control documentation.

• Must be a U.S. Citizen.

• Ability to obtain and maintain a Public Trust security clearance.

• Preferred AWS or equivalent AI certifications related to contact-center/CRM platforms.

• Familiarity with contact-center AI functionalities is preferred.

• Experience assessing foundation models regarding accuracy, latency, cost, and FedRAMP authorization status is preferred.

• Knowledge of FedRAMP environments and government AI governance requirements is preferred.

• Hands-on experience with Amazon Bedrock Agents, AgentCore, LangChain, Strands Agents, and other agent development frameworks is preferred.

• Experience with Salesforce Service Cloud and its native AI features is preferred.

• Familiarity with migrating contact centers between platforms and working with multilingual voice and chatbots is preferred.

• Ability to clearly communicate AI risks, trade-offs, and outcomes to stakeholders is preferred.

🏝️ Benefits

• 100% telework/remote opportunity.

• Limited flexibility in compensation based on qualifications and assessment.