Strategic AI & Automation Lead — Conversational Solutions

ITCON Services; Vienna (VA); On-site; USD 120,000 - 150,000; Full time

Job summary

ITCON Services seeks an experienced AI & Automation Lead to design, implement, and govern enterprise AI for customer service, intelligent self-service, and contact center modernization. You will drive conversational AI, Agent Assist, and automated QA while ensuring compliance with federal governance and security requirements.

The ideal candidate has strong NLP/NLU knowledge, hands-on voicebot/chatbot deployment, and a proven track record in large-scale AI projects.

Qualifications

• Bachelor's degree in Computer Science, AI, Data Science, IT, Engineering, or related field.
• 7+ years of experience in AI, automation, contact center tech, or related areas.
• Hands-on experience implementing conversational AI solutions, including voicebots and chatbots.
• Strong understanding of NLP and NLU technologies.
• Experience designing and deploying intelligent self-service solutions.
• Knowledge of AI model governance, responsible AI principles, and human-in-the-loop controls.
• Experience with AI performance monitoring, analytics, and continuous improvement methodologies.
• Excellent communication, leadership, and stakeholder management skills.

Responsibilities

• Design and implement conversational AI solutions for voice and digital channels.
• Lead deployment of voicebots, chatbots, intent recognition, and intelligent self-service capabilities.
• Develop strategies to increase automation while maintaining exceptional customer experience.
• Optimize customer journeys through AI-driven engagement and support.
• Implement AI-powered Agent Assist capabilities with real-time recommendations and next-best-action guidance.
• Ensure seamless transitions from AI to live CSRs with preserved context.
• Deploy automated QA and analytics to monitor AI performance and customer experience metrics.
• Establish model monitoring, human-in-the-loop controls, and governance standards.

Skills

Conversational AI

NLP/NLU

Agent Assist

Automation

Contact center technology

Leadership

Stakeholder management

Education

Bachelor's degree in CS or related field

Tools

Voicebots

Chatbots

NLP platforms

Job description

ITCON Services seeks an experienced AI & Automation Lead to design, implement, and govern enterprise AI for customer service, intelligent self-service, and contact center modernization. You will drive conversational AI, Agent Assist, and automated QA while ensuring compliance with federal governance and security requirements.

The ideal candidate has strong NLP/NLU knowledge, hands-on voicebot/chatbot deployment, and a proven track record in large-scale AI projects.