AI / Automation Engineer

About this role

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  

Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer .   Together, our employees are empowered to share their   expertise   and collaborate with others to achieve personal and professional goals. For more information, please read our  EEO   policy.

We will consider for employment qualified applicants with arrest and conviction records.   Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with   sincerely held   religious beliefs, in all phases of the application and employment process. To request   an accommodation,   please email  Candidateaccommodation@icf.com  and we will be happy to   assist . All information you provide will be kept confidential and will be used only to the extent   required   to provide needed reasonable accommodations.   

Read more about  workplace discrimination righ t s   or our benefit offerings which are included in the  Transparency in (Benefits) Coverage   Act.  

Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use

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