This role is contingent upon a contract award.

ICF is seeking an AI / Automation Engineer to design, build, and continuously improve the AI-enabled and automated capabilities that power service delivery for a federal technology program. Reporting to the Service Desk Manager, this role is responsible for the technical build-out of Tier Zero self-service tools, virtual agents, intelligent routing systems, and predictive maintenance capabilities that reduce human intervention and improve the end-user experience.

The ideal candidate is a hands-on technologist who has built and shipped conversational AI and automation solutions in production environments. This role requires more building than advising. The right candidate is comfortable working across service desk operations, cloud platforms, and integration layers to deliver automation that actually gets used.

Job Location: This is a remote-friendly position with occasional onsite requirements in the Washington, DC Metro area.

This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

What You'll Be Doing

• Design, build, and deploy Tier Zero self-service capabilities, including virtual agents, AI-powered chatbots, and automated troubleshooting tools that resolve incidents and service requests without human intervention.

• Implement intelligent routing logic that directs incidents and service requests to the right resolution path based on issue type, user context, and historical patterns.

• Deploy and maintain AI-powered predictive maintenance tools that detect hardware and software issues proactively, reducing unplanned downtime for end users.

• Design and maintain Tier Zero knowledge repositories, including automated content refresh, analytics-driven gap identification, and integration with ITSM ticketing systems.

• Build automation workflows using low-code and pro-code tools, including Power Automate and similar platforms, to streamline repetitive processes across IT operations.

• Integrate virtual agents and automation tools with existing ITSM platforms to ensure seamless escalation to human technicians when Tier Zero resolution fails.

• Track and report on Tier Zero performance metrics, including deflection rate, chatbot resolution success rate, and end-user satisfaction, and use that data to drive continuous improvement.

• Coordinate with the Service Desk Manager and cloud/platform engineering teams to align automation builds with operational priorities and platform governance requirements.

• Ensure all Tier Zero and AI-enabled tools meet Section 508 and WCAG accessibility standards before deployment.

• Document automation architectures, configuration baselines, and runbooks so solutions can be maintained, extended, and handed off effectively.

Minimum Requirements

• Bachelor's degree or equivalent

• 5+ years of experience in AI engineering, automation engineering, or a related IT engineering discipline

• 3+ years of hands-on experience designing and deploying virtual agents or conversational AI tools in production environments

• 2+ years of experience with low-code and workflow automation platforms such as Power Automate, ServiceNow Flow Designer, or equivalent

• 2+ years supporting federal IT programs in HHS, NIH, FDA, or other health-focused agencies

• U.S. Citizenship required due to federal contract requirements

• Ability to obtain and maintain a Public Trust background investigation

• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US

Preferred Qualifications

• Experience integrating virtual agents with ITSM platforms such as ServiceNow or Jira Service Management

• Familiarity with ITIL service management practices and how automation fits into incident and service request lifecycle

• Experience using analytics and ticket trend data to identify automation opportunities and measure deflection impact

• Familiarity with Section 508 and WCAG accessibility requirements for digital tools and self-service platforms

• Relevant certifications in AI, automation, Power Platform, or cloud platforms such as Microsoft, AWS, or Google

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:
$108,006.00 - $183,610.00

DC Remote Office (DC99)