Innovation and Automation Lead (AI Engineer)

Qualifications

• The ideal candidate will have experience in AI integration in ITSM/contact centers and strong knowledge of contact center technologies
• Bachelor's degree or equivalent work experience
• 3-5 years of related experience
• Due to contract requirements, only U.S. citizens may be considered
• Bachelor's degree or 3+ years of AI integration in ITSM/contact centers
• Work may be performed remotely with occasional travel to the work site in Alexandria, VA
• 3+ years of required work-related experience
• Process change implementation and testing experience
• Project management experience
• Strong knowledge of contact center technologies (e.g
• ServiceNow, Genesys, etc.)
• Experience collecting data, performing root cause analysis of issues or problems, and proposing solutions according to the current and future needs of the business
• Experience applying strong analytical reasoning to understanding end user's requirements and transforming them into operational applications
• Experience with one or more of the following: Genesys and ServiceNow AI integration certifications, PMP, or LSS Black Belt

Benefits

• Competitive salary range: $65,000.00 - $75,000.00
• Comprehensive health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays and paid time off
• Opportunities for professional growth and development
• Reasonable accommodations provided to individuals requiring assistance during the employment process due to a disability, medical condition, or physical or mental impairment

Responsibilities

• Support the design or modification of business systems or IT systems
• Interact with business stakeholders and subject matter experts to understand their problems and needs
• Gather, document, and analyze business needs and technical requirements
• Document process flows
• Review and create system documentation and user manuals
• Conduct evaluation of existing business processes for the purpose of identifying and executing improvement initiatives
• Present recommendations to utilize AI to resolve customer issues for chat and calls in tier 0
• Lead initiatives for AI enhancements to contact center technologies
• Create presentations and deliver them to senior management and clients based on enhancement recommendations
• Project performance outcomes due to recommended enhancements
• Project manage implementation of technology updates
• Work with training team to ensure curriculum is updated regarding new changes

Full Description

Overview:

Maximus is seeking an Innovation and Automation Lead (AI Engineer) to support the design, modification, and implementation of business systems and IT systems. The ideal candidate will have experience in AI integration in ITSM/contact centers and strong knowledge of contact center technologies. Responsibilities:

• Support the design or modification of business systems or IT systems

• Interact with business stakeholders and subject matter experts to understand their problems and needs

• Gather, document, and analyze business needs and technical requirements

• Document process flows

• Review and create system documentation and user manuals

• Conduct evaluation of existing business processes for the purpose of identifying and executing improvement initiatives

• Present recommendations to utilize AI to resolve customer issues for chat and calls in tier 0

• Lead initiatives for AI enhancements to contact center technologies

• Create presentations and deliver them to senior management and clients based on enhancement recommendations

• Project performance outcomes due to recommended enhancements

• Project manage implementation of technology updates

• Work with training team to ensure curriculum is updated regarding new changes

• Qualifications:*

• Bachelor's degree or equivalent work experience

• 3-5 years of related experience

• Due to contract requirements, only U.S. citizens may be considered. Those holding Green Cards or who require sponsorship cannot be considered

• Bachelor's degree or 3+ years of AI integration in ITSM/contact centers

• Work may be performed remotely with occasional travel to the work site in Alexandria, VA

• 3+ years of required work-related experience

• Process change implementation and testing experience

• Project management experience

• Strong knowledge of contact center technologies (e.g. ServiceNow, Genesys, etc.) * Experience collecting data, performing root cause analysis of issues or problems, and proposing solutions according to the current and future needs of the business

• Experience applying strong analytical reasoning to understanding end user's requirements and transforming them into operational applications

• Experience with one or more of the following: Genesys and ServiceNow AI integration certifications, PMP, or LSS Black Belt

• Benefits:*

• Competitive salary range: $65,000.00 - $75,000.00

• Comprehensive health insurance coverage

• Life and disability insurance

• Retirement savings plan

• Paid holidays and paid time off

• Opportunities for professional growth and development

• Reasonable accommodations provided to individuals requiring assistance during the employment process due to a disability, medical condition, or physical or mental impairment