Product Engineer II - Hybrid AZ

Join BWH Hotels – Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including World Hotels™, Best Western® Hotels & Resorts, and Sure Stay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that’s shaping the future of hospitality!

The Product Engineer II is responsible for designing, developing, implementing, and optimizing AI-powered business solutions that improve customer experiences, automate business processes, and drive operational efficiency across the organization. This role bridges business stakeholders and technology teams, translating business needs into scalable AI solutions using Kore.ai and related technologies. The role initially focuses on Contact Center transformation while supporting broader enterprise AI initiatives over time.

• Design, develop, test, deploy, and optimize AI-powered solutions using Kore.ai and related technologies.
• Configure conversational workflows, business logic, integrations, and user experiences that support customer and employee use cases.
• Apply conversational AI and solution design best practices to improve usability, accuracy, and business value.
• Collaborate with technology and business teams to ensure solutions are scalable, maintainable, and aligned to enterprise standards.

• Partner with stakeholders to understand business challenges and translate requirements into AI-driven solutions.
• Participate in discovery, requirements clarification, use case definition, and solution design sessions with guidance from leadership.
• Help evaluate and prioritize AI opportunities based on business value, complexity, user impact, and operational feasibility.
• Document requirements, assumptions, dependencies, and decision points throughout the solution lifecycle.

• Develop and support integrations with contact center platforms, SharePoint, internal applications, APIs, and other business systems.
• Work with REST APIs, JSON, web services, content sources, and structured or unstructured data required to support AI experiences.
• Troubleshoot integration issues and coordinate with application owners, infrastructure teams, and vendors as needed.
• Ensure integrations are reliable, secure, maintainable, and aligned with business process requirements.

• Design and maintain generative AI and retrieval-augmented generation solutions using enterprise knowledge sources and large language models.
• Apply prompt engineering techniques to improve answer quality, relevance, and user experience.
• Support knowledge-grounded AI experiences that reduce manual effort and improve access to accurate information.
• Evaluate and improve AI output quality, accuracy, and reliability in partnership with stakeholders and technical teams.

• Monitor adoption, performance, automation effectiveness, user satisfaction, and contact center metrics to drive ongoing optimization.
• Analyze usage patterns, stakeholder feedback, and operational data to identify improvement opportunities.
• Support enhancements that improve containment, efficiency, customer experience, and business process outcomes.
• Provide lifecycle ownership for deployed solutions, including support, optimization, and continuous improvement.

• Provide production support and operational troubleshooting for deployed AI solutions.
• Participate in testing, release…