Tier Zero AI & Automation Engineer - Remote

ICF Olson

Washington (District of Columbia)

Hybrid

USD 108,006 - 183,610

Full time

14 days+

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Job summary

ICF Olson is seeking an AI /Automation Engineer to design, build, and continuously improve AI-enabled, automated capabilities powering federal service delivery. The role focuses on Tier Zero self-service tools, virtual agents, intelligent routing, and predictive maintenance to reduce human intervention and improve end-user experience.

This hands-on position requires deploying production-grade conversational AI, integrating with ITSM platforms, and ensuring accessibility standards.

Qualifications

Bachelor's degree or equivalent.
5+ years of experience in AI engineering, automation engineering, or related IT discipline.
3+ years designing and deploying virtual agents/conversational AI in production.
2+ years with low-code/workflow automation platforms such as Power Automate, ServiceNow Flow Designer, or equivalent.
2+ years supporting federal IT programs in health agencies (HHS, NIH, FDA).
U.S. Citizenship required due to federal contract.
Ability to obtain and maintain a Public Trust background investigation.
Candidate must reside in the US and work in the US.

Responsibilities

Design, build, and deploy Tier Zero self-service capabilities, including virtual agents and AI-powered chatbots.
Implement intelligent routing logic based on issue type and user context.
Deploy and maintain predictive maintenance tools to reduce downtime.
Design and maintain Tier Zero knowledge repositories with automated content refresh.
Build automation workflows using low-code and pro-code tools.
Integrate AI tools with ITSM platforms for seamless escalation.
Track Tier Zero performance metrics to drive improvement.
Coordinate with Service Desk Manager and cloud teams on priorities.