AI/ML Engineering Director

Accountabilities: Assess current-state service desk and contact center environments across people, processes, technology, operating models, and cost structures. Design future-state support models that leverage AI, automation, self-service, workflow orchestration, and intelligent assistance. Develop modernization strategies and technology roadmaps aligned with mission requirements, user experience objectives, and operational efficiency goals. Analyze client data and develop business cases, ROI models, and value propositions that demonstrate measurable cost savings and operational improvements. Advise clients on reducing manual and repetitive support activities through intelligent automation and AI-driven solutions. Lead discovery sessions, stakeholder interviews, operational assessments, workshops, and executive briefings. Prototype AI and automation solutions, develop proofs of concept, and demonstrate technical approaches to internal and external stakeholders. Support capture and business development activities, including proposals, requests for information, whitepapers, and related sales initiatives. Contribute to transformation programs involving IT service management, customer experience, omnichannel support, and enterprise service management. Translate operational pain points into scalable technical architectures and process improvements. Create architectural documentation, transformation strategies, business cases, technical recommendations, and executive-level presentations. Collaborate with engineers, delivery teams, technical specialists, and client stakeholders to align solutions with mission outcomes, business objectives, and compliance requirements. Evaluate and recommend technologies including conversational AI, chatbots, virtual agents, intelligent routing, knowledge-centered service, robotic and agentic automation, workflow platforms, agent assist solutions, predictive analytics, and reporting tools. Help establish measurable outcomes around automation adoption, self-service, resolution times, customer experience, operational efficiency, cost optimization, and sustainable modernization. Support portfolio growth and business development through successful client engagements and sales activities. Requirements Bachelor’s degree in Information Technology or an equivalent combination of education and experience. 5+ years of related professional experience required; 15+ years preferred. 8+ years of experience in artificial intelligence, machine learning, intelligent workflow automation, or a closely related technical field preferred. US citizenship required. Ability to obtain and maintain a Top Secret security clearance. Experience applying modern AI methods to real-world challenges in complex technical environments, ideally across government or commercial industries. Demonstrated experience designing or implementing AI and automation solutions within support or service organizations. Strong understanding of support operating models and the ability to redesign them for greater efficiency, scalability, and automation. Hands-on experience with AI/ML technologies and methodologies, including virtual agents, LLM orchestration, agentic AI patterns, conversational design, AI evaluation frameworks, prompt engineering, and context engineering. Familiarity with AI-enabled support capabilities, copilots, safety frameworks, compliance requirements, and AI guardrails. Experience developing business cases, ROI analyses, cost models, or value assessments for automation and transformation initiatives. Demonstrated ability to prototype solutions, develop proofs of concept, and communicate technical architectures to both technical and executive audiences. Strong client-facing consulting, facilitation, presentation, communication, and stakeholder management skills. Experience owning or supporting a portfolio of work, including responsibility for cost models, financial performance, or P&L. Strong analytical, problem-solving, strategic planning, and decision-making capabilities. Ability to collaborate effectively with engineering, delivery, business development, and client teams. Comfortable working independently in a fully remote environment and traveling approximately 10–25% as required. Benefits Competitive annual salary range of $170,144–$230,000 , with actual compensation determined by experience, geographic location, and applicable contractual requirements. Fully remote work arrangement with a flexible work week designed to support work-life balance. Comprehensive medical plan options, including plans with Health Savings Accounts. Dental and vision insurance options. 401(k) plan with company matching and pre-tax and post-tax contribution options. Paid vacation, sick, personal, and holiday leave. Paid parental, military, bereavement, and jury-duty leave. Up to 160 hours of paid family leave within a rolling 12-month period for eligible employees. Short- and long-term disability coverage. Life insurance and accidental death and dismemberment coverage. Personal accident, critical illness, and business travel and accident insurance offerings. Career development resources, including AI-powered career and learning tools. Internal mobility support and opportunities for professional growth. Opportunity to work on high-impact AI, cloud, cyber, data, and digital transformation initiatives. Collaborative and innovation-focused environment with opportunities to work alongside experienced technical and mission-focused professionals. Approximately 10–25% travel, depending on business and client requirements.