Remote AI Automation Engineer for Tier Zero ITSM & Chatbots

ICF Consulting Group, Inc.; Washington; Hybrid; USD 108,000 - 184,000; Full time

Benefits offered by this job

Remote-friendly

Occasional onsite

Job summary

ICF Consulting Group, Inc. is seeking a senior AI/Automation Engineer in the United States to design and deploy Tier Zero self‑service capabilities, including AI agents and automated troubleshooting tools. The role emphasizes intelligent routing, ITSM integration, and low‑code workflow development using Power Automate.

The position requires U.S. citizenship, eligibility for a Public Trust, and work in a remote-friendly, full‑time capacity with some onsite Washington, DC metro area work.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in AI engineering, automation engineering, or a related IT field.
• 3+ years designing and launching virtual agents in production.
• 2+ years with low-code/workflow platforms like Power Automate or ServiceNow Flow Designer.
• 2+ years supporting federal IT programs within HHS/NIH/FDA or health agencies.
• U.S. citizenship is required and eligibility for Public Trust background check.

Responsibilities

• Design, build, and deploy Tier Zero self‑service capabilities including virtual agents and AI chatbots.
• Implement intelligent routing to direct incidents to the correct resolution path.
• Develop AI‑powered predictive maintenance tools to reduce downtime.
• Maintain Tier Zero knowledge repositories with automated refreshes.
• Create automation workflows using low‑code and pro‑code tools to streamline IT operations.
• Integrate virtual agents with ITSM platforms to escalate when needed.
• Track metrics like deflection rate, chatbot resolution, and end‑user satisfaction.
• Coordinate with Service Desk and cloud teams to align initiatives.

Skills

AI engineering

Automation engineering

Low-code platforms

Education

Bachelor's degree or equivalent experience

Tools

Power Automate

ServiceNow Flow Designer

Jira Service Management

Job description

ICF Consulting Group, Inc. is seeking a senior AI/Automation Engineer in the United States to design and deploy Tier Zero self‑service capabilities, including AI agents and automated troubleshooting tools. The role emphasizes intelligent routing, ITSM integration, and low‑code workflow development using Power Automate.

The position requires U.S. citizenship, eligibility for a Public Trust, and work in a remote-friendly, full‑time capacity with some onsite Washington, DC metro area work.