AI Agent and Automation Specialist

Overview

DecisionPoint seeks an AI Agent and Automation Specialist to design, build, train, and optimize automation solutions in support of a large federal and DoD-aligned IT mission environment. This role enhances Service Desk operations through AI-driven virtual assistants, automated ticket routing, predictive triage, self-help workflows, and knowledge automation. The Specialist will ensure that automation tools integrate seamlessly with ITSM systems, knowledge repositories, security controls, and enterprise workflows. 

This position plays a critical role in modernizing Service Desk capabilities by reducing manual workload, accelerating issue resolution, improving SLA performance, and enabling proactive IT support. 

This position is fully remote. 

Duties & Responsibilities

The AI Agent and Automation Specialist will: 

• Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities. 

• Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms. 

• Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications. 

• Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume. 

• Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers. 

• Maintain and update AI models based on new data, changing system behavior, and user interaction patterns. 

• Monitor model performance, accuracy metrics, error rates, and training data quality. 

• Collaborate with cybersecurity, engineering, and knowledge management teams to ensure AI automations align with enterprise controls and documentation. 

• Support continuous improvement by analyzing ticket trends, usage analytics, and automation effectiveness. 

• Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services. 

• Document automation architectures, training processes, and operational workflows. 

Qualifications

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 5 background investigation. 

Education (Required) 

Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field. 

Experience (Required) 

• Minimum 10 years of experience designing or supporting AI/ML, automation, or software development solutions. 

• Experience building or training AI virtual assistants, chatbots, or intelligent workflow tools. 

• Experience with automation platforms, scripting, and workflow tools. 

• Experience integrating APIs, data sources, and enterprise applications. 

• Experience supporting ITSM or Service Desk operations. 

Technical Knowledge (Required) 

• Strong understanding of AI/ML fundamentals, model training, and conversational agent design. 

• Experience with automation tools such as Power Automate, ServiceNow automation, UiPath, or similar. 

• Knowledge of API development, scripting languages, and integration patterns. 

• Familiarity with knowledge management systems, ITSM workflows, and service automation practices. 

Technical Knowledge (Preferred) 

• Experience with LLM tuning, vector databases, or retrieval augmented generation (RAG). 

• Experience supporting federal or DoD programs. 

• Experience with cloud-native AI or automation services (AWS, Azure, GCP). 

Certifications 

Preferred: 

• CompTIA Security+ 

• AI, ML, or automation-related certifications 

• ITIL v4 Foundation 

Skills 

• Strong problem solving and analytical abilities for building effective automation logic. 

• Ability to translate Service Desk needs into AI/automation requirements. 

• Excellent communication skills for working with Service Desk, engineering, and cybersecurity teams. 

• Strong documentation and process-mapping abilities. 

• Ability to manage multiple automation initiatives in a dynamic environment. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Responsibilities

The AI Agent and Automation Specialist will: 
- Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities. 
- Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms. 
- Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications. 
- Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume. 
- Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers. 
- Maintain and update AI models based on new data, changing system behavior, and user interaction patterns. 
- Monitor model performance, accuracy metrics, error rates, and training data quality. 
- Collaborate with cybersecurity, engineering, and knowledge management teams to ensure AI automations align with enterprise controls and documentation. 
- Support continuous improvement by analyzing ticket trends, usage analytics, and automation effectiveness. 
- Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services. 
- Document automation architectures, training processes, and operational workflows.