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 WorldHotels™, Best Western® Hotels & Resorts, and SureStay 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! Job Purpose 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. Key Responsibilities Build AI Agents and Virtual Assistants 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. Gather and Refine Business Requirements 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. Build Integrations with Enterprise Systems 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. Develop and Optimize Generative AI and RAG Solutions 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. Measure Outcomes and Continuously Improve Solutions 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. Additional Responsibilities Provide production support and operational troubleshooting for deployed AI solutions. Participate in testing, release management, validation, and change coordination activities. Create and maintain technical documentation, solution designs, support materials, and knowledge articles. Support enterprise AI governance, security, compliance, and responsible AI practices in partnership with IT leadership and relevant stakeholders. Stay current on AI platform capabilities, emerging technologies, and practical applications for business process automation. Collaborate with vendors, consultants, and internal technical teams when required to deliver or improve solutions. Preferred Experience and Education Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience. 4-6 years of experience designing, developing, implementing, or supporting business technology solutions. Experience delivering AI-powered, conversational, automation, digital assistant, or business workflow solutions. Experience gathering and translating business requirements into functional technical solutions. Experience integrating applications using APIs, web services, and modern integration approaches. Experience supporting production solutions and driving continuous improvement after deployment. AWS Certification is preferred Required Knowledge and Skills Kore.ai, Generative AI, or cloud platform certifications preferred but not required. Understanding of conversational AI, virtual assistants, AI agents, or intelligent automation platforms. Working knowledge of REST APIs, JSON, workflow automation, and application integrations. Knowledge of Generative AI concepts, large language models, prompt engineering, and retrieval-augmented generation. Ability to configure, extend, troubleshoot, and optimize AI-powered business solutions. Strong analytical, problem-solving, and troubleshooting skills. Experience working with Kore.ai and/or Amazon Connect Experience delivering AI-powered customer service, virtual assistant, or contact center solutions. Experience with contact center technologies, customer service operations, IVR, virtual agents, or conversational AI. Experience supporting enterprise-wide AI initiatives or business process automation programs. Experience working with SharePoint and enterprise knowledge management platforms. Familiarity with AI governance, responsible AI, and enterprise security considerations. Ability to understand business processes and identify opportunities for automation and optimization. Strong communication and stakeholder engagement skills. Ability to balance business objectives, technical limitations, user experience, and operational support needs. Ability to work independently on assigned initiatives while collaborating effectively with cross-functional teams. IAC (CloudFormation/Terraform) experience Experience with core AWS services (S3, DynamoDB, Lambda, Cloudwatch, etc) Hands on experience with modern AI-assisted development (Github Copilot, Claude Code, Codex) for rapid prototyping, internal tooling, and solution delivery Work Location and Schedule This is a hybrid position, requiring onsite presence Mondays, Wednesdays and Fridays at our Global Operations Center, with the option to work remote on Tuesdays and Thursdays. This hybrid model fosters intentional collaboration, teamwork, connection, and productivity, while still providing flexibility and work life balance. The office address is 20400 N 29th Avenue, Phoenix, Arizona 85027. This position is not eligible for immigration sponsorship. Benefits Summary for Full-Time Employees · Medical/Dental/Vision available day one · Vacation/Sick- accruals start day one · Paid company holidays and personal holidays to celebrate what’s important to you · 401K - company contribution and match (U.S.) · Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada) · Employee discounts/hotel discounts · Free financial and health wellness programs · Tuition Reimbursement Equal Employment Opportunity BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.