Remote AI & Automation Engineer - Tier Zero Expert

ICF Olson; Washington (District of Columbia); Hybrid; USD 108,000 - 184,000; Full time

Job summary

ICF is seeking an AI/Automation Engineer to design, build, and continuously improve AI-enabled and automated capabilities for a federal technology program. You will deliver Tier Zero self-service tooling, virtual agents, and predictive maintenance in production, focusing on reducing human intervention and improving user experience.

The ideal candidate has hands-on experience shipping conversational AI, integrates with ITSM platforms, and aligns automation with governance and accessibility

Qualifications

• Bachelor's degree or equivalent.
• 5+ years of AI/automation engineering experience.
• 3+ years deploying virtual agents or conversational AI in production.
• 2+ years with Power Automate or similar low-code platforms.
• 2+ years supporting federal IT programs in health-focused agencies.

Responsibilities

• Design, build, and deploy Tier Zero self-service capabilities (virtual agents, AI-powered chatbots, automated troubleshooting).
• Implement intelligent routing to correct resolution paths based on issue type and context.
• Deploy AI-powered predictive maintenance to reduce downtime.
• Maintain Tier Zero knowledge bases with analytics-driven updates and ITSM integration.
• Create automation workflows with low-code and pro-code tools; ensure accessibility compliance.
• Coordinate with Service Desk Manager and cloud teams on priorities and governance.
• Report Tier Zero metrics and drive continuous improvement.

Skills

AI engineering

Automation engineering

Conversational AI

Low-code platforms

ITSM integration

Public Trust eligibility

Education

Bachelor's degree or equivalent

Tools

Power Automate

ServiceNow Flow Designer

ServiceNow / Jira Service Management

Cloud platforms

Job description

ICF is seeking an AI/Automation Engineer to design, build, and continuously improve AI-enabled and automated capabilities for a federal technology program. You will deliver Tier Zero self-service tooling, virtual agents, and predictive maintenance in production, focusing on reducing human intervention and improving user experience.

The ideal candidate has hands-on experience shipping conversational AI, integrates with ITSM platforms, and aligns automation with governance and accessibility