AI – Automation Engineer

🕒 Yesterday

🦀 Maryland, Virginia – Remote

🦀 Maryland – Remote ⚔️ Virginia – Remote

💵 $108k - $183.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 QA Automation Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ICF

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

🏥 Healthcare

📦 Logistics

📣 Marketing

💰 $30M Grant on 2021-03

Healthcare • Logistics • Marketing

ICF is a global consulting and technology services company that helps government and commercial clients tackle complex challenges. The firm provides expertise in areas such as Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. ICF leverages data and analytics, artificial intelligence, and cybersecurity to deliver innovative solutions. With a strong commitment to corporate citizenship and sustainability, ICF supports social programs and community development, aiming for a sustainable, low-emissions future. The company operates worldwide, with significant presence in Europe through its offices in Belgium, Spain, and the UK.

📋 Description

• Design, build, and deploy Tier Zero self-service capabilities, including virtual agents, AI-powered chatbots, and automated troubleshooting tools that resolve incidents and service requests without human intervention. • Implement intelligent routing logic that directs incidents and service requests to the right resolution path based on issue type, user context, and historical patterns. • Deploy and maintain AI-powered predictive maintenance tools that detect hardware and software issues proactively, reducing unplanned downtime for end users. • Design and maintain Tier Zero knowledge repositories, including automated content refresh, analytics-driven gap identification, and integration with ITSM ticketing systems. • Build automation workflows using low-code and pro-code tools, including Power Automate and similar platforms, to streamline repetitive processes across IT operations. • Integrate virtual agents and automation tools with existing ITSM platforms to ensure seamless escalation to human technicians when Tier Zero resolution fails. • Track and report on Tier Zero performance metrics, including deflection rate, chatbot resolution success rate, and end-user satisfaction, and use that data to drive continuous improvement. • Coordinate with the Service Desk Manager and cloud/platform engineering teams to align automation builds with operational priorities and platform governance requirements. • Ensure all Tier Zero and AI-enabled tools meet Section 508 and WCAG accessibility standards before deployment. • Document automation architectures, configuration baselines, and runbooks so solutions can be maintained , extended, and handed off effectively.

🎯 Requirements

• Bachelor's degree or equivalent • 5+ years of experience in AI engineering, automation engineering, or a related IT engineering discipline • 3+ years of hands-on experience designing and deploying virtual agents or conversational AI tools in production environments • 2+ years of experience with low-code and workflow automation platforms such as Power Automate, ServiceNow Flow Designer, or equivalent • 2+ years supporting federal IT programs in HHS, NIH, FDA, or other health-focused agencies • U.S. Citizenship required due to federal contract requirements • Ability to obtain and maintain a Public Trust background investigation

🏖️ Benefits

• Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.