AI/ML Engineering Director

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AI/ML Engineering Director based in the United States.

This is a director-level opportunity focused on applying AI, machine learning, automation, and analytics to modernize customer and employee support environments.
The role combines hands-on technical architecture, solution prototyping, strategic consulting, and executive-level engagement.
You will assess complex operating environments and translate business and mission challenges into scalable AI-enabled solutions.
You will help shape modernization roadmaps spanning conversational AI, agentic automation, intelligent workflows, analytics, and self-service.
The position also plays an important role in business development, including proposals, discovery sessions, business cases, and executive presentations.
Success requires the ability to bridge advanced AI capabilities with practical operational models, measurable outcomes, and compliance requirements.
This is a fully remote position supporting government and commercial clients, with approximately 10–25% travel expected.

Accountabilities

• Assess current-state service desk and contact center environments across people, processes, technology, operating models, and cost structures.
• Design future-state support models that leverage AI, automation, self-service, workflow orchestration, and intelligent assistance.
• Develop modernization strategies and technology roadmaps aligned with mission requirements, user experience objectives, and operational efficiency goals.
• Analyze client data and develop business cases, ROI models, and value propositions that demonstrate measurable cost savings and operational improvements.
• Advise clients on reducing manual and repetitive support activities through intelligent automation and AI-driven solutions.
• Lead discovery sessions, stakeholder interviews, operational assessments, workshops, and executive briefings.
• Prototype AI and automation solutions, develop proofs of concept, and demonstrate technical approaches to internal and external stakeholders.
• Support capture and business development activities, including proposals, requests for information, whitepapers, and related sales initiatives.
• Contribute to transformation programs involving IT service management, customer experience, omnichannel support, and enterprise service management.
• Translate operational pain points into scalable technical architectures and process improvements.
• Create architectural documentation, transformation strategies, business cases, technical recommendations, and executive-level presentations.
• Collaborate with engineers, delivery teams, technical specialists, and client stakeholders to align solutions with mission outcomes, business objectives, and compliance requirements.
• Evaluate and recommend technologies including conversational AI, chatbots, virtual agents, intelligent routing, knowledge-centered service, robotic and agentic automation, workflow platforms, agent assist solutions, predictive analytics, and reporting tools.
• Help establish measurable outcomes around automation adoption, self-service, resolution times, customer experience, operational efficiency, cost optimization, and sustainable modernization.
• Support portfolio growth and business development through successful client engagements and sales activities.

Requirements

• Bachelor’s degree in Information Technology or an equivalent combination of education and experience.
• 5+ years of related professional experience required; 15+ years preferred.
• 8+ years of experience in artificial intelligence, machine learning, intelligent workflow automation, or a closely related technical field preferred.
• US citizenship required.
• Ability to obtain and maintain a Top Secret security clearance.
• Experience applying modern AI methods to real-world challenges in complex technical environments, ideally across government or commercial industries.
• Demonstrated experience designing or implementing AI and automation solutions within support or service organizations.
• Strong understanding of support operating models and the ability to redesign them for greater efficiency, scalability, and automation.
• Hands-on experience with AI/ML technologies and methodologies, including virtual agents, LLM orchestration, agentic AI patterns, conversational design, AI evaluation fram…