DescriptionDescription - ExternalJob overview and responsibilitiesThis position will drive technological innovation in conversational AI and autonomous systems, shaping United's future as we advance our digital transformation. As a technical leader, you will have exceptional engineering expertise, strong communication skills, and a deep understanding of AI agent architectures, LLM integration patterns, and production-grade system design.
Technical Leadership and Innovation- Design and implement production-grade AI agentic workflows using modern frameworks and industry best practices
- Develop sophisticated conversational AI solutions that integrate seamlessly with United's retail systems and customer-facing channels across web, mobile, and voice
- Build scalable, reliable AI agent architectures that support complex customer journeys and deliver measurable business outcomes
- Establish engineering standards, patterns, and best practices for AI agent development across the organization
- Drive continuous improvement of AI system performance, reliability, and customer experience outcomes
- Evaluate emerging AI technologies and frameworks, making strategic recommendations for adoption
Collaboration and Stakeholder Management- Engage and collaborate with product managers, data scientists, business stakeholders, and engineering teams to translate business requirements into technical solutions
- Partner with Digital Technology, Customer Support & Advocacy, and Customer Experience organizations to align AI initiatives with strategic business objectives
- Share knowledge and mentor engineers, contributing to the growth of United's AI engineering capabilities
- Provide technical guidance and thought leadership on AI agent design patterns, prompt engineering, and LLM integration strategies
- Foster open communication within cross-functional teams to ensure alignment and successful delivery of AI-powered customer experiences
System Design and Architecture- Design cloud-native AI solutions leveraging AWS services and modern microservices architectures
- Implement robust API integrations connecting AI agents with United's retail, inventory, and customer data systems
- Ensure compliance with security protocols, data governance standards, and engineering best practices throughout the development lifecycle
- Build observability and monitoring capabilities to track AI system performance and customer experience metrics
- Collaborate with architecture teams to ensure AI solutions follow enterprise standards and scale effectively
Qualifications - ExternalWhat's needed to succeed (Minimum Qualifications):- Bachelor's degree
- Computer Science, Engineering, or related technical field preferred
- 5+ years of software engineering experience with strong Python development expertise
- Proven experience designing and deploying production AI/ML systems at scale
- Deep understanding of AI agent architectures, prompt engineering, and LLM integration patterns
- Strong knowledge of API design, microservices architecture, and cloud platforms (AWS preferred)
- Experience with modern software development practices including CI/CD, testing, and observability
- Outstanding communication and interpersonal skills, with the ability to effectively engage stakeholders at all levels
- Excellent problem-solving skills and ability to work effectively in cross-functional teams
- Ability to effectively use software architecture design tools such as Lucid to create detailed technical architecture diagrams
- A mindset for continuous learning and staying updated on AI/ML industry trends and emerging technologies
- Must be legally authorized to work in the United States for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):- Master's degree in Computer Science, Machine Learning, or related field
- Hands-on experience with LangChain and LangGraph for agent development
- Experience building conversational AI solutions for customer-facing applications in retail, e-commerce, or travel industries
- Knowledge of United's technology stack, SDLC tools, and enterprise systems
- Experience with real-time data processing and event-driven architectures
- Familiarity with contact center platforms, voice automation tools, and omnichannel customer experience systems
- 3+ years of experience building Generative AI and Conversational AI platforms
- Experience with AI model evaluation, A/B testing, and performance optimization techniques
- Understanding of responsible AI principles, bias mitigation, and AI governance frameworks
