Among computer occupations, all other, AI is already used for a large share of the tasks. Measured exposure for computer occupations, all other: 31% (high).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

Description - External

Job overview and responsibilities

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 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 - External

What'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

Qualifications