Generative AI Solution Engineer

Leidos • Washington, DC

3d • $107,900 - $195,050 • Remote

About The Position

Leidos is seeking an experienced Generative AI Solution Engineer to design, deliver, and operate AI-enabled customer service for the HUD FHA Resource Center. The role leads implementation of customer-facing AI self-service and agent assistance across voice and chat, grounded in approved HUD content, protected by guardrails, and able to hand off smoothly to customer service representatives. The position suits someone who has taken generative AI from pilot to production, can determine when to use built-in platform capabilities versus custom development, and can produce evidence required for federal AI governance and security reviews.

This is a 100% remote/telework opportunity. Candidates must reside within reasonable commuting distance of the Washington, DC metropolitan area, specifically the Washington, DC/Gaithersburg, MD Metro Area. The role supports a federal customer and requires U.S. citizenship and the ability to obtain and maintain a Public Trust security clearance. The anticipated program salary budget is approximately $130,000 to the low/mid $150,000s, with limited flexibility based on qualifications and assessment; the broader listed pay range is $107,900 to $195,050.

Requirements

• Bachelor’s degree.
• At least 8 years of software engineering or cloud development experience.
• At least 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 such as resolution rate, answer accuracy, or customer satisfaction.
• Strong software development skills, for example in 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, or generative AI platform, such as Amazon Connect or Amazon Bedrock.
• Experience with APIs, distributed systems, and secure cloud architecture.
• Ability to work effectively in a regulated government environment, including collaborating with security staff on NIST SP 800-53 control documentation for systems built.
• U.S. citizenship.
• Ability to obtain and maintain a Public Trust security clearance.

Nice To Haves

• AWS certifications such as Generative AI Developer – Professional, Machine Learning Engineer – Associate, AI Practitioner, Security – Specialty, or Solutions Architect – Professional, or equivalent contact-center or CRM platform AI certifications.
• Experience with contact-center AI features such as AI agents, agent assistance, conversation analytics, and automated quality evaluation.
• Experience evaluating and selecting foundation models based on accuracy, latency, cost, and FedRAMP authorization status.
• Familiarity with FedRAMP environments and government AI governance requirements, such as OMB M-25-21, the NIST AI Risk Management Framework, and its Generative AI Profile (NIST AI 600-1).
• Experience with Amazon Bedrock Agents, AgentCore, LangChain, Strands Agents, or other agent development frameworks, and with the Model Context Protocol (MCP).
• Experience with CRM platforms such as Salesforce Service Cloud, including native AI agent and agent-assist features.
• Experience migrating a contact center between platforms and with multilingual voice and chat bots.
• Ability to explain AI risks, tradeoffs, and results clearly to program leaders, security reviewers, and non-technical stakeholders.

Responsibilities

• Design, configure, and deploy AI agents for customer self-service on voice and chat, including instructions, tools, and escalation behavior.
• Develop Retrieval-Augmented Generation from approved program content and work with content owners to keep the knowledge base accurate and current.
• Implement prompt engineering, topic routing, and safe escalation to a live representative, including a fallback path that keeps every customer reachable.
• Configure AI 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 and backend systems, including transfer to live representatives.
• Carry conversation context across voice and chat and into live-agent handoffs, and provide customer service representatives with AI assistance such as suggested answers and contact summaries.
• Integrate AI capabilities with the contact-center platform and CRM system using secure logging, encryption, and least-privilege access.
• Lead AI testing, response-quality tuning, grounding validation, and latency optimization in production-like scenarios, including multilingual and adversarial testing against the OWASP Top 10 for LLM Applications.
• Define and run ongoing AI quality evaluations covering accuracy, grounding, safety, and resolution of customer needs; use results to tune prompts, content, and guardrails.
• Produce documentation required for federal AI governance and security authorization; work with the ISSO on NIST SP 800-53 controls and privacy reviews, and support HUD’s AI use-case inventory under OMB M-25-21.
• Manage AI agent, prompt, guardrail, and flow configuration as code, released through government change control.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior