Principal Engineer – Conversational AI & Digital Platforms

Principal Engineer – Conversational AI & Digital Platforms

We are seeking a highly experienced Principal Engineer to serve as the technical authority for a large-scale Conversational AI and Digital Transformation initiative. This role requires a deeply hands-on engineering leader who actively contributes to architecture, design, coding, technical reviews, and complex problem resolution. This is not a strategy-only or advisory position. The ideal candidate is an accomplished technologist who remains close to the code, drives technical excellence, and influences engineering direction across multiple teams and business domains.

• Serve as the primary technical authority for Conversational AI, digital engagement platforms, and channel integrations.
• Design, develop, and maintain scalable, enterprise-grade conversational AI solutions.
• Author architecture and design documents, conduct technical reviews, and establish engineering best practices.
• Write production-quality code and actively participate in debugging, troubleshooting, and resolving complex technical issues.
• Define and drive architectural direction across the conversational AI ecosystem, including integrations with digital channels and enterprise platforms.
• Collaborate with engineering teams across the organization to ensure alignment with enterprise standards and strategic technology objectives.
• Influence technical decisions across teams, including those outside the immediate program scope.
• Evaluate and implement modern AI/ML technologies, frameworks, and tooling to support evolving business needs.
• Provide technical leadership for cloud-native and event-driven architectures.
• Advocate for sound engineering practices and challenge decisions when necessary to protect long-term platform integrity and scalability.

• 12+ years of software engineering experience, including significant experience in enterprise architecture and distributed systems.
• Proven hands-on expertise in:
  • Conversational AI, Natural Language Understanding (NLU), and chatbot platforms
  • Large Language Model (LLM) integration and orchestration
  • Dialog management and conversation orchestration frameworks
  • API design, microservices architecture, and integration patterns
  • Contact center, e-commerce, web, and mobile channel integrations
• Strong experience with cloud platforms such as AWS and/or Azure.
• Expertise in event-driven architectures, messaging platforms, and modern AI/ML ecosystems.
• Demonstrated ability to influence senior engineers, architects, and cross-functional technology leaders.
• Strong technical credibility with a track record of delivering complex enterprise-scale solutions.

• Experience in travel, hospitality, cruise, or customer experience platforms.
• Prior experience leading conversational AI, contact center modernization, or omnichannel digital transformation initiatives.
• Ability to rapidly assess, prioritize, and deliver outcomes in fast-paced environments.

The successful candidate is a seasoned technical operator who combines deep engineering expertise with strong organizational influence. They are respected by senior technical stakeholders, drive execution through technical leadership, and maintain a hands-on approach to solving complex engineering challenges.