Innovation and Automation Lead (AI Engineer)

Description & Requirements

Maximus is looking to hire an Innovation and Automation Lead (AI Engineer).

This position requires an active Public Trust clearance or the ability to pass a government-sponsored clearance process for position of Public Trust.

Please note that only U.S.

citizens can be considered for this role.

Those who hold Green Cards or who require sponsorship cannot be considered.

This position is remote but will require ocassional travel to the site as needed for meetings, etc.

Essential Duties and Responsibilities:

- Support the design or modification of business systems or IT systems.

- Interact with the business stakeholders and subject matter experts in order 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.

Job-Specific Essential Duties and Responsibilities:

- Conduct evaluation of existing business processes for the purpose of identifying end 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

Minimum Requirements

-Bachelor's degree or equivalent work experience.

-3-5 years of related experience.

Job-Specific Minimum Requirements:

- 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 ocassional 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 (I.E.

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 such as Certified Application Developer, Certified Implementation Specialist, Certified Systems Administrator, Genesys Certified Cloud Professional, Genesys Cloud Developer, PMP, or LSS Black Belt

Preferred Skills and Qualifications:

- Work closely with operations staff to define test criteria

- Audit, Evaluate, and report performance activi...