Generative AI Solution Engineer

Quick Facts

• Remote (100% telework); must reside within commuting distance of the Washington, DC / Gaithersburg, MD metro area

Description

Design, configure, and deploy grounded generative AI agents for customer self-service on voice and chat. Build RAG over approved HUD content with guardrails, safe escalation to live representatives, and a handoff process that keeps every customer reachable. Lead production readiness with testing (including multilingual and adversarial), quality evaluation, secure integrations with contact-center/CRM systems, and federal AI governance documentation.

Responsibilities

• Design, configure, and deploy AI agents for voice/chat self-service, including instructions, tools, and escalation behavior
• Develop Retrieval-Augmented Generation (RAG) from approved program content and keep the knowledge base accurate and current
• Implement prompt engineering, topic routing, and safe escalation/fallback paths to live representatives
• Configure guardrails for PII redaction, prompt-injection detection, denied topics, and content safety
• Build contact-center flows, bots, and serverless functions connecting AI agents to customer channels, backend systems, and live-agent transfer
• Carry conversation context across voice/chat into live-agent handoff; provide agent assistance (suggested answers, contact summaries)
• Integrate AI with the contact-center platform and CRM with secure logging, encryption, and least-privilege access
• Lead AI testing, response quality tuning, grounding validation, and latency optimization across production-like scenarios
• Run multilingual and adversarial (red-team) testing against OWASP Top 10 for LLM Applications
• Define and run ongoing AI quality evaluation (accuracy, grounding, safety, and resolution of the customer's need) and tune prompts/content/guardrails based on results
• Produce federal AI governance and security authorization documentation; support ISSO on NIST SP 800-53 controls and privacy reviews
• Support HUD's AI use-case inventory under OMB M-25-21
• Manage agent, prompt, guardrail, and flow configuration as code and release through government change control

Requirements

• Bachelor's degree
• 8+ years of software engineering or cloud development experience
• 3+ years of Generative AI or LLM application development experience
• Delivered at least one customer-facing generative AI solution from pilot to production with measurable results
• Strong software development skills (e.g., Python) and experience building production cloud solutions, preferably on AWS
• Hands-on experience building AI agents, RAG patterns, and vector-based retrieval on a cloud contact-center/CRM/generative AI platform (e.g., Amazon Connect, Amazon Bedrock)
• Experience with APIs, distributed systems, and secure cloud architecture
• Ability to work in a regulated government environment and support NIST SP 800-53 control documentation
• U.S. Citizen
• Ability to obtain and maintain a Public Trust security clearance

Benefits

• Work on emerging generative AI technologies with meaningful impact while supporting a federal customer
• Full remote/telework opportunity with required proximity to the Washington, DC metro area