AI Engineer

Company Description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Job Description

The AI Engineer is a key member of IT@IFS Global IT Support, responsible for designing, building, and maintaining AI-powered agents and automation solutions that enhance service delivery across the Service Desk, Major Incident Management, Problem Management, and Escalation Management, asset management, local IT support functions. This role focuses on building intelligent AI agents and automated workflows using enterprise AI agent and automation platforms including conversational agents, autonomous agents, and business process automation, all integrated with existing platforms, data sources, and enterprise services to improve operational efficiency and end-user experience.

The AI Engineer works closely with IT Support leadership, Subject Matter Experts (SMEs), Enterprise Service management team, AI Team and product teams to translate operational requirements into working AI-enabled agents and automations. This includes configuring conversational agents, autonomous agents, and decision-support experiences grounded in enterprise knowledge sources, integrating with enterprise applications and data via standard and custom connectors, and ensuring all AI outputs and automations meet quality, accuracy, and reliability standards.

Key Responsibilities of AI Engineer

AI Solution Development

• Design and develop AI-driven features such as conversational agents, recommendation systems, and intelligent automation workflows for IT support. 
• Implement AI solutions using modern frameworks, APIs, and cloud AI services. 
• Translate business and technical requirements into working AI-enabled agents and automations.

Testing & Quality Assurance

• Test, debug, and validate Copilot Studio agents and Power Automate flows, etc.
• Identify and resolve issues such as hallucinations, response inconsistencies, misrouted topics, and flow/connector failures.
• Ensure AI outputs and automations meet quality, accuracy, and reliability standards.

Integration & Connectors

• Integrate agents and flows with enterprise applications and data using standard and custom connectors.
• Connect agents to knowledge sources (SharePoint, Dataverse, websites, documents) and back-end systems via APIs and custom connectors.
• Implement secure connectivity between agents, flows, and enterprise services.

Documentation & Knowledge Management

• Create technical documentation for agents and automations, including topic/flow diagrams and integration instructions.
• Maintain solution documentation and author/maker guides.

Collaboration & Stakeholder Engagement

• Work with product teams, engineers, and consultants to deliver AI capabilities aligned with business requirements.
• Participate in agile ceremonies and contribute to solution discussions.

Continuous Learning & Innovation

• Stay up to date with developments in AI technologies, tools, and frameworks. 

• Experiment with emerging models and libraries. 

Qualifications

Education:

• A degree in Computer Science, Information Technology, Software Engineering, or a related field, or equivalent practical experience.

Certification:

• Microsoft certifications related to Power Platform, Copilot Studio, or Azure AI (e.g. PL-200, PL-400, AI-102) (Preferred).

Experience:

• Hands-on experience building agents in Microsoft Copilot Studio (topics, generative answers, actions).
• Experience with Power Automate (cloud flows, desktop flows/RPA, AI Builder), and familiarity with the wider Power Platform ecosystem (Dataverse, Power Apps, connectors). 
• Understanding of prompt engineering and LLM integration 
• Familiarity with AI frameworks and cloud AI services 
• Experience designing and building multi-agent systems, including defining agent roles and boundaries, orchestrating hand-offs between specialist agents, managing shared context/state, and coordinating agent-to-agent communication (e.g. via MCP or similar protocols)
• Understanding of IT Service Management (ITSM) practices, given close collaboration with the Service Desk, Major Incident, and Problem Management teams , Asset management will be and added advantage.

Skills:

• Understanding of prompt engineering, generative AI orchestration, and knowledge grounding.
• Experience integrating with APIs and building custom connectors (such as MCP)
• Basic understanding of solution architecture and enterprise system integration.
• Programming/scripting skills (Python, JavaScript, or Power Fx) an advantage.

Tech Stack 

• AI Platform: Azure AI Services, Azure AI Foundry, Azure OpenAI, CoPilot
• Backend & APIs: Python (FastAPI), Microsoft Agent Framework, MCP Tool Services, REST APIs 
• Data & Analytics: Azure Data Explorer (Kusto), Azure Monitor, Azure Storage 
• Frontend: React / Next.js 
• Security & Identity: Microsoft Entra ID, Managed Identity, Azure Key Vault, JWT & OAuth 

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.