Engineer/Sr Engineer, IT Software

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you.  As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.  Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• As part of our Software Engineering organization, you will help modernize and scale conversational customer engagement platforms, including Chat, Voice, and GenAI-powered experiences. You’ll work on systems that directly impact millions of customers and agents, contributing to the reliability, scalability, and intelligence of American’s digital contact center ecosystem.
• This role supports multiple engineering focus areas, allowing engineers to specialize while contributing to a shared, modern platform.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Design and optimize LLM-driven conversational experiences (prompting, grounding, intent recognition)
• Build and evolve agentic workflows across chat and voice channels
• Contribute to an internal LLM abstraction layer enabling multi‑model conversational systems
• Architect integrated, cloud‑native systems and microservices that help teams deliver value at scale, speed, and reliability
• Develop and integrate REST APIs, event‑driven services, and backend systems; anticipate scaling/latency/durability risks and guide mitigations
• Build chat and voice solutions using Amazon Connect, Azure, Twilio, and ElevenLabs
• Deliver omnichannel experiences across chat, voice, SMS, and digital messaging; integrate GenAI (agent assist, summarization, knowledge retrieval)
• Build and maintain Java/Spring Boot or Python services powering conversational workflows; implement STT/TTS voice capabilities
• Write, test, and document code, scripts, and processes; build reusable components/libraries that improve developer velocity
• Implement secure-by-design practices early with security partners; apply guardrails, safe‑AI patterns, risk assessment, and prevention strategies
• Operate and improve production systems with CI/CD, automated testing, observability; lead root-cause analysis and action plans to prevent recurrence
• Drive engineering excellence: mentor junior engineers, evaluate delivery practices, reduce duplication, manage/eliminate technical debt, and prototype/adopt emerging technologies

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Computer Science, Engineering, Technology, Information Systems, or equivalent practical experience
• 3+ years of experience designing, developing, and supporting production software systems

Preferred Qualifications- Education & Prior Job Experience

Programming & Architecture

• Java, Python, JavaScript / TypeScript
• Object‑oriented design, SOLID principles, clean architecture
• Distributed, event‑driven, cloud‑native system design

GenAI & LLM Engineering

• Hands‑on development of GenAI / LLM‑powered applications
• Prompt engineering, structured outputs, tool/function calling
• Agentic frameworks (LangChain, LangGraph, LangSmith)
• Retrieval‑Augmented Generation (RAG) and vector search
• Vector databases & embeddings (Azure AI Search, OpenSearch, Pinecone, FAISS)
• LLM evaluation, latency optimization, cost management, hallucination mitigation
• AI governance, PII handling, security, and enterprise compliance

Contact Center & Conversational Platforms

• Real‑time chat and voice integrations
• Contact center platforms (Amazon Connect, Azure Communication Services, Twilio, Genesys, NICE)
• Call routing, IVR, speech‑to‑text, text‑to‑speech, sentiment and intent detection
• Omnichannel customer journeys (voice, chat, SMS, web, mobile)
• Conversation memory, session state, and transcript management

Backend, APIs & Messaging

• Backend frameworks (Spring Boot, FastAPI)
• REST and