AI Automation Engineer

Requirements Must have:

• We require a bachelors degree or equivalent experience.
• We need at least 5 years of experience in AI engineering, automation engineering, or a closely related IT engineering field.
• We require 3+ years of hands‑on experience designing and launching virtual agents or conversational AI solutions in production.
• We need 2+ years working with low‑code and workflow automation platforms such as Power Automate, Service Now Flow Designer, or similar tools.
• We require 2+ years supporting federal IT programs within HHS, NIH, FDA, or other health‑focused agencies.
• U.S. citizenship is required due to federal contract obligations.
• You must be able to obtain and maintain a Public Trust background investigation.
• You must reside in the United States, be authorized to work in the U.S., and perform all work in the U.S.
• Preferred: experience integrating virtual agents with ITSM platforms such as Service Now or Jira Service Management.
• Preferred: familiarity with ITIL service management practices and how automation supports the incident and service request lifecycle.
• Preferred: experience using analytics and ticket trend data to identify automation opportunities and assess deflection impact.
• Preferred: familiarity with Section 508 and WCAG accessibility requirements for digital tools and self‑service platforms.
• Preferred: relevant certifications in AI, automation, Power Platform, or cloud platforms such as Microsoft, AWS, or Google.

• We 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.
• We implement intelligent routing logic that sends incidents and service requests to the right resolution path based on issue type, user context, and historical trends.
• We deploy and support AI‑powered predictive maintenance tools that detect hardware and software issues early and help reduce unplanned downtime.
• We design and maintain Tier Zero knowledge repositories, including automated content refreshes, analytics‑based gap analysis, and integration with ITSM ticketing systems.
• We build automation workflows using low‑code and pro‑code tools, including Power Automate and comparable platforms, to streamline repetitive IT operations.
• We integrate virtual agents and automation tools with existing ITSM platforms to ensure smooth escalation to human technicians when Tier Zero resolution is unsuccessful.
• We track and report Tier Zero performance metrics such as deflection rate and chatbot resolution success rate and end‑user satisfaction, using the insights to drive ongoing improvement.
• We coordinate with the Service Desk Manager and cloud/platform engineering teams to align...

ICF is a global advisory and technology services provider that combines deep expertise with advanced technology to help clients solve complex challenges, manage change, and shape the future. This is a remote-friendly role with occasional onsite work in the Washington, DC metro area, and the position must be performed in the United States. We offer an inclusive workplace where employees are encouraged to collaborate, share expertise, and grow professionally.

The role is contingent upon contract award, and the posted full-time pay range is $ to $.

We are an equal opportunity employer, consider qualified applicants with arrest and conviction records, and provide reasonable accommodations throughout the hiring process.