Senior AI & Automation Engineer (Team) - 19795/19794
Huy Tran
HR Administrator
Required Skills
Job Overview
Role Summary
An experienced Senior AI & Automation Engineer is needed to help transform End User Services into an AI-native, zero-touch operating model. The assignment focuses on designing and delivering intelligent self-service capabilities, AI agents, and automated workplace solutions across Microsoft 365, Intune, Entra ID, Citrix, and ServiceNow.
You will own the workplace AI and automation backlog and its delivery, reducing repetitive Service Desk activities through Copilot Studio agents, self-service workflows, and closed-loop automation. The solutions will support incident handling, access management, software delivery, onboarding and offboarding, device lifecycle management, endpoint provisioning, configuration, and proactive remediation.
Key Responsibilities
- Own and deliver the workplace AI and automation backlog, from proof of concept through secure, supportable production implementation.
- Design and develop AI-assisted ticket handling, troubleshooting, knowledge search, and autonomous workflows with risk-based approvals and human controls.
- Build intelligent self-service solutions, Copilot Studio agents, and closed-loop automation to reduce manual Service Desk work.
- Develop GenAI and agent-based solutions using LLMs/SLMs, RAG, Agentic RAG, tool calling, MCP/A2A, and LLMOps/GenAIOps practices.
- Integrate enterprise workplace platforms through APIs, orchestration, infrastructure as code, scripting, and CI/CD pipelines.
- Automate workflows involving incidents, identity and access, endpoint provisioning, software, onboarding/offboarding, configuration, and remediation.
- Implement DEX, AIOps, and observability capabilities to proactively identify endpoint and user-experience issues and trigger automated remediation.
- Ensure solutions apply Zero Trust principles, least privilege, RBAC, secure agent and tool access, data protection, auditability, and controlled approvals.
Technical Stack & Requirements
- AI and automation: Microsoft Copilot, Copilot Studio, Azure OpenAI, Microsoft Foundry, AI agents, RAG, vector search, LLMOps, GenAIOps, AIOps, and event-driven automation.
- Programming and scripting: Python, PowerShell, REST APIs, JSON, YAML, and KQL.
- Microsoft workplace technologies: Microsoft 365, Intune, Windows Autopilot, Entra ID, Defender for Endpoint, Azure automation services, and Power Platform.
- IT service management: ServiceNow ITSM, ITOM, CMDB, Virtual Agent, Flow Designer, and IntegrationHub.
- Automation and delivery tooling: Ansible Automation Platform, Terraform, Infrastructure as Code, Git, and CI/CD.
- Virtual workplace and endpoint technologies: Citrix Virtual Apps & Desktops, endpoint management, application delivery, and Digital Employee Experience monitoring.
Qualifications & Experience
You bring 10+ years of experience in End User Services, EUC, workplace engineering, Service Desk, endpoint engineering, or platform engineering, including large-scale workplace automation. Practical experience building AI, GenAI, Copilot, or agent-based solutions and integrating enterprise platforms through APIs and orchestration is required.
You should have demonstrated experience taking proof-of-concept solutions into secure, supportable production environments. A bachelor’s degree in Computer Science, IT, Engineering, or equivalent practical experience is expected. Relevant Microsoft 365, Azure, Intune, Security, AI, Power Platform, Red Hat Ansible, and/or ServiceNow certifications are advantageous. Experience with ITIL, SRE, Zero Trust, FinOps, and modern agentic AI is also beneficial.