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AI & Automation Lead

ITCON Services • Vienna, VA, US • published 2026-10-18 14:19:40.822343

Description

We are seeking an experienced **AI \& Automation Lead** to lead the implementation, optimization, and governance of artificial intelligence solutions supporting customer service operations, intelligent self\-service, and contact center modernization initiatives. **Position Summary** -------------------- The AI \& Automation Lead will be responsible for designing, implementing, and governing AI\-driven customer engagement capabilities, including conversational AI, Agent Assist solutions, intelligent routing, automated quality assurance, and interaction analytics. This role will serve as the subject matter expert for AI technologies that enhance customer experiences while ensuring compliance with federal security, privacy, accessibility, and governance requirements. The ideal candidate possesses deep expertise in conversational AI, automation technologies, contact center platforms, and responsible AI practices, with a proven track record of deploying enterprise\-scale AI solutions. **Key Responsibilities** ------------------------ ### **Conversational AI \& Intelligent Self\-Service** * Design and implement conversational AI solutions for voice and digital channels. * Lead deployment...

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