AI Agent and Automation Specialist
DecisionPoint Technologies, Inc.2 years ago
Remote, United StatesSenior
Responsibilities
- Design, develop, train, and optimize AI-powered virtual agents and digital assistants for end-user self-service.
- Create automated ticket routing, prioritization, categorization, predictive triage, log enrichment, suggested-resolution, and workflow-triggering capabilities.
- Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, APIs, enterprise applications, and cloud services.
- Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume.
- Maintain AI models and monitor accuracy, error rates, performance metrics, training-data quality, ticket trends, usage analytics, and automation effectiveness.
- Collaborate with cybersecurity, engineering, and knowledge management teams to align automations with enterprise controls and documentation.
- Document automation architectures, training processes, integrations, and operational workflows.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.
- At least 10 years of experience designing or supporting AI/ML, automation, or software development solutions.
- Active Secret clearance supported by a Tier 5 background investigation.
- Experience building or training AI virtual assistants, chatbots, or intelligent workflow tools.
- Experience with automation platforms, scripting, workflow tools, API integration, data sources, enterprise applications, and ITSM or Service Desk operations.
- Strong understanding of AI/ML fundamentals, model training, conversational agent design, knowledge management systems, ITSM workflows, and service automation.
- Preferred experience with LLM tuning, vector databases, retrieval-augmented generation, federal or DoD programs, and cloud-native AI or automation services.
- Preferred certifications include CompTIA Security+, AI, ML, or automation-related certifications, and ITIL v4 Foundation.
- Strong problem-solving, analytical, communication, documentation, process-mapping, and initiative-management skills.
Benefits
- Fully remote work arrangement.
- Opportunity to support a large federal and DoD-aligned IT modernization mission.
Tech Stack
Categories
About DecisionPoint Technologies, Inc.
DecisionPoint Technologies, Inc. provides enterprise mobility and edge technology integration for large organizations, combining its IntelliTrack asset and inventory platform with managed services such as device lifecycle management, RFID, and help desk support. The company sells hardware, software, and implementation/support services to enterprises in supply chain, retail, and government. Headquartered in Baltimore, Maryland, it operates across the U.S. and Canada and is privately held.