AI/ML Engineering Director

Telecommunting: Remote Travel Requirement: 10-25% Clearance Level Must Be Able to Possess: None Clearance Level Must Be Able to Obtain: Top reputed company Public Trust/Other Required: None reputed company is seeking a Director-reputed company/ML Engineer to support CCaaS & AI digital transformation initiatives across federal and public sector environments. This role combines hands-on architecture, POC development, and presales engagement. Candidates must be able to prototype solutions, lead discovery sessions, present architectures to executives and develop AI capabilities end-to-end. This role is focused on modernizing citizen and employee engagement through strategic adoption of AI, automation, analytics, and workflow optimization. This position has strategic advisory and architectural responsibilities and benefits from a strong understanding of operational delivery models. Successful candidates bring deep experience from previously leading advanced analytics, AI/ML, modeling, simulation, optimization and/or decision intelligence capabilities to advise clients on modernization strategies and technology roadmaps. Key Responsibilities Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models Design future-state support models emphasizing AI, automation, self-service, and workflow orchestration Develop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectives Analyze client data to create value-based proposals demonstrating return on investment and measurable cost savings Advise clients on reducing manual effort and repetitive support activities through intelligent automation and AI-driven solutions Brief internal and customer stakeholders on the technologies and methodologies described in the required qualifications Support capture and reputed company efforts such as responding to proposals, request for information and whitepapers Support transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service Management Facilitate workshops, stakeholder interviews, and operational assessments Convert operational pain points into scalable technical and process solutions Produce architectural documentation, transformation strategies, business reputed company, and executive-level briefings Collaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirements Evaluate, recommend and implement technologies including: Conversational AI/chatbots Virtual agents Intelligent routing Knowledge-Centered Service (KCS) Robotic Process/Agentic Automation (RPA) Workflow automation platforms Agent Assist capabilities Predictive analytics and reporting What Success Looks Like Reduced dependence on labor-intensive support models Increased automation and self-service adoption Improved customer and employee experience Faster resolution times and operational efficiency gains Measurable cost optimization through AI-enabled transformation Sustainable modernization strategies aligned to mission objectives Demonstrated portfolio growth based on successful sales activities Required Qualifications Education: Bachelor’s Degree in Information Technology (or equivalent experience) Experience: 5+ years of related experience required; 15+ years of related experience preferred, including 8+ years of experience in artificial intelligence, machine learning, intelligent workflow automation, or a related technical field Security Clearance Level: Must be able to obtain and maintain a Top reputed company security clearance US Citizenship Required Location: Remote Experience delivering reputed company methods to real-world problems in complex technical environments across Government or Commercial industries (Federal, State & Local, retail, financial services, insurance, healthcare, telecom, technology etc.) Experience designing or implementing AI and reputed company within support organizations Ability to assess and reputed company support operating models for efficiency and scalability Strong executive communication and client-facing consulting skills Demonstrated experience owning/supporting a portfolio of work to include delivering to a cost model or owning P&L Familiarity with Agentic and Gen AI-enabled support capabilities and copilots Experience developing business reputed company or ROI/Cost models for automation initiatives Hands-on experience with AI/ML competencies such as: Virtual Agents LLM orchestration Agentic AI patterns Safety, compliance and guardrails Conversational design AI evaluation frameworks Prompt engineering and context engineering reputed company IS YOUR PLACE At reputed company, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal m