Assignment Description

We are looking for a hands-on Senior AI & Automation Engineer to help transform End User Services toward an AI-native, zero-touch operating model. You will build intelligent self-service, 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 delivery, replacing repetitive Service Desk work with Copilot Studio agents, self-service and closed-loop automation. Solutions will cover incidents, access, software, onboarding/offboarding, device lifecycle, endpoint provisioning, configuration and proactive remediation.

The role includes GenAI, LLMs/SLMs, RAG/Agentic RAG, agents, MCP/A2A, tool calling and LLMOps/GenAIOps using Microsoft Copilot, Copilot Studio, Microsoft Foundry and Azure OpenAI. You will develop AI-assisted ticket handling, troubleshooting, knowledge search and autonomous workflows with risk-based approvals and human controls.

You will work across Microsoft 365, Intune/Autopilot, Entra ID, Defender for Endpoint, Citrix, ServiceNow ITSM/ITOM/CMDB and Power Platform, integrating platforms through Ansible, PowerShell/Python, APIs, Terraform/IaC, Git and CI/CD.

The role also covers DEX, AIOps and observability to detect endpoint and user-experience issues proactively and trigger automated remediation. All solutions must follow Zero Trust, least privilege, RBAC, secure agent/tool access, data protection, auditability and controlled approvals.

Required skills

• You have hands-on experience with Python, PowerShell, REST APIs, JSON/YAML, KQL and scripting.
• You have experience with Copilot Studio, Microsoft Copilot, Azure OpenAI/Microsoft Foundry and Power Platform.
• You have experience with Microsoft 365, Intune/Autopilot, Entra ID, Defender and Azure automation services.
• You have experience with ServiceNow ITSM/ITOM, Virtual Agent, Flow Designer, IntegrationHub and CMDB.
• You have experience with Ansible Automation Platform, Terraform, Git and CI/CD.
• You have experience with Citrix Virtual Apps & Desktops, DEX, endpoint management and application delivery.
• You have experience with AI agents, RAG, vector search, LLMOps, AIOps, observability and event-driven automation.
• You have 10+ years of experience in End User Services, EUC, Workplace, Service Desk, endpoint or platform engineering, including large-scale workplace automation.
• You have practical experience building AI, GenAI, Copilot or agent-based solutions and integrating enterprise platforms through APIs and orchestration.
• You have experience taking POCs into secure, supportable production.
• You have a bachelor’s degree in Computer Science, IT, Engineering or equivalent practical experience.

Preferred qualifications

• You have relevant Microsoft 365, Azure, Intune, Security, AI and/or Power Platform certifications.
• You have Microsoft AI/Copilot/Foundry credentials and/or experience with modern agentic AI.
• You have Red Hat Ansible and/or ServiceNow certifications.
• You have experience with ITIL, AIOps, SRE, Zero Trust and/or FinOps.