Principal Architect - AI Engineer

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DescriptionJob overview and responsibilities

The Principal AI Engineer will be instrumental in designing and delivering foundational Retail AI agentic workflows that transform the customer experience across all channels. This 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 practicesDevelop sophisticated conversational AI solutions that integrate seamlessly with United's retail systems and customer-facing channels across web, mobile, and voiceBuild scalable, reliable AI agent architectures that support complex customer journeys and deliver measurable business outcomesEstablish engineering standards, patterns, and best practices for AI agent development across the organizationDrive continuous improvement of AI system performance, reliability, and customer experience outcomesEvaluate emerging AI technologies and frameworks, making strategic recommendations for adoptionCollaboration and Stakeholder Management

Engage and collaborate with product managers, data scientists, business stakeholders, and engineering teams to translate business requirements into technical solutionsPartner with Digital Technology, Customer Support & Advocacy, and Customer Experience organizations to align AI initiatives with strategic business objectivesShare knowledge and mentor engineers, contributing to the growth of United's AI engineering capabilitiesProvide technical guidance and thought leadership on AI agent design patterns, prompt engineering, and LLM integration strategiesFoster open communication within cross-functional teams to ensure alignment and successful delivery of AI-powered customer experiencesSystem Design and Architecture

Design cloud-native AI solutions leveraging AWS services and modern microservices architecturesImplement robust API integrations connecting AI agents with United's retail, inventory, and customer data systemsEnsure compliance with security protocols, data governance standards, and engineering best practices throughout the development lifecycleBuild observability and monitoring capabilities to track AI system performance and customer experience metricsCollaborate with architecture teams to ensure AI solutions follow enterprise standards and scale effectivelyQualificationsWhat's needed to succeed (Minimum Qualifications):

Bachelor's degree Computer Science, Engineering, or related technical field preferred7+ years of software engineering experience with strong Python development expertiseProven experience designing and deploying production AI/ML systems at scaleDeep understanding of AI agent architectures, prompt engineering, and LLM integration patternsStrong knowledge of API design, microservices architecture, and cloud platforms (AWS preferred)Experience with modern software development practices including CI/CD, testing, and observabilityOutstanding communication and interpersonal skills, with the ability to effectively engage stakeholders at all levelsExcellent problem-solving skills and ability to work effectively in cross-functional teamsAbility to effectively use software architecture design tools such as Lucid to create detailed technical architecture diagramsA mindset for continuous learning and staying updated on AI/ML industry trends and emerging technologiesMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications):

Master's degree in Computer Science, Machine Learning, or related fieldHands-on experience with LangChain and LangGraph for agent developmentExperience building conversational AI solutions for customer-facing applications in retail, e-commerce, or travel industriesKnowledge of United's technology stack, SDLC tools, and enterprise systemsExperience with real-time data processing and event-driven architecturesFamiliarity with contact center platforms, voice automation tools, and omnichannel customer experience systems3+ years of experience building Generative AI and Conversational AI platformsExperience with AI model evaluation, A/B testing, and performance optimization techniquesUnderstanding of responsible AI principles, bias mitigation, and AI governance frameworks
The base pay range for this role is $140,600.00 to $183,108.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [email protected]