Remote AI & Automation Engineer for IT Service Delivery

ICF; Annapolis (MD); Hybrid; USD 108,006 - 183,610; Full time

Benefits offered by this job

Remote-friendly

Onsite in DC metro area as needed

Job summary

ICF is seeking an AI / Automation Engineer to design, build, and continuously improve AI-enabled automation for a federal technology program, focusing on Tier Zero self-service tools, virtual agents, and predictive maintenance.

The role emphasizes hands-on development across service desk operations, cloud platforms, and integration layers, with remote-friendly work and occasional onsite in the DC metro area.

Qualifications

• 5+ years of AI engineering or automation engineering experience.
• 3+ years deploying virtual agents or conversational AI in production.
• 2+ years using low-code/workflow automation platforms like Power Automate or ServiceNow Flow Designer.

Responsibilities

• Design, build, and deploy Tier Zero self-service capabilities including virtual agents and automated troubleshooting tools.
• Implement intelligent routing to direct incidents to the correct resolution path.
• Deploy AI-powered predictive maintenance to reduce downtime.
• Design and maintain Tier Zero knowledge bases and automate content refresh.
• Create automation workflows across IT operations using low-code and pro-code tools.
• Integrate AI tools with ITSM platforms to enable escalation when needed.
• Track Tier Zero metrics and drive continuous improvements.
• Coordinate with Service Desk and cloud teams to align automation with priorities.

Skills

AI engineering

Conversational AI

Low-code platforms

Cloud platforms

Education

Bachelor's degree or equivalent

Tools

Power Automate

ServiceNow Flow Designer

Job description

ICF is seeking an AI / Automation Engineer to design, build, and continuously improve AI-enabled automation for a federal technology program, focusing on Tier Zero self-service tools, virtual agents, and predictive maintenance.

The role emphasizes hands-on development across service desk operations, cloud platforms, and integration layers, with remote-friendly work and occasional onsite in the DC metro area.