FLEX, Senior Director, Engineering and Architecture â Centralized Messaging and Conversational Intelligence
FLEX, Senior Director, Engineering and Architecture â Centralized Messaging and Conversational Intelligence
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Job Description
This is a temporary position.
We are looking for aSenior Director of Engineering & Architectureto lead the solution design and development of acentralized messaging platformthat orchestrates guest communications across a wide range of channels. This platform will act as a central abstraction layer that integrates with:
- Internal tools (e.g. call centers hotel front desks)
- Owned guest channels (e.g. web chat mobile app chat)
- External messaging platforms (e.g. WhatsApp SMS iMessage)
The platform will incorporate anAI-powered orchestration layerto enable intelligent message routing response generation and conversational workflows usingmachine learning models (MML)trained on domain-specific content.
This role is ideal for a hands-on technical leader who can architect for scale build a global team and partner with product operations and guest experience teams to bring modern unified messaging experiences to life.
Key Responsibilities
Platform Architecture & Solution Design
- Architect acentral abstraction layerthat serves as the single integration point for messaging across all internal and external channels.
- Design and maintain a modular system that can supportomnichannel communicationwith consistent behavior security and data handling.
- Ensure scalability reliability and adaptability to integrate new endpoints or message formats quickly.
AI & Conversational Intelligence
- Lead the integration of anAI/ML layerthat leverages existing MML models to:
- Automatically classify and route messages
- Generate intelligent context-aware responses
- Escalate and hand off conversations to humans when needed
- Partner with data science teams to refine models and optimize routing logic based on behavioral signals context and guest profile data.
Channel Integration
- Oversee integrations with a wide range of messaging endpoints including:
- Call centers and front desk associate tools
- Web and mobile app chats
- 3rd-party messaging platforms(e.g. WhatsApp SMS iMessage)
- Support consistent user experiences compliance and personalization across all channels.
Engineering & Team Leadership
- Build and lead aglobal engineering teamfocused on API development orchestration services and channel integration.
- Establish engineering excellence and delivery practices for scalable microservices observability and continuous improvement.
- Collaborate cross-functionally with platform teams product managers UX guest services and AI/ML teams.
Governance Compliance & Personalization
- Ensure all communications comply with local data privacy opt-in/opt-out and regulatory requirements.
- Support context-aware personalization using data from guest journeys CRM systems and operational touchpoints.
Qualifications
- 15 years in software engineering or architecture with experience designing and delivering complex distributed systems
- 5 years of leadership in omnichannel messaging conversational AI or digital customer experience platforms
- Deep experience in buildingAPI-based integration layers messaging middleware and intelligent routing systems
- Proven ability to integrate and manage 3rd-party messaging platforms (e.g. Twilio Meta/WhatsApp Apple Business Chat)
- Hands-on understanding of AI/ML models used formessage classificationresponse generation orrouting
- Familiarity with cloud-native architecture message queueing microservices and event-driven systems
Preferred Qualifications
- Background in customer service hospitality or platform-as-a-service
- Experience deliveringautomated conversational flowsacross multiple digital surfaces
- Familiarity withLLMs MML pipelines and AI models for conversational intelligence
- Experience working with tools like Apple Business ChatTwilio Flex LivePerson or Intercom is a plus
The pay range for this position is $68.12 to $111.68 per hour.
Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.
FLEX opportunities offer coverage for medical dental vision health care flexible spending account dependent care flexible spending account life insurance disability insurance accident insurance adoption expense reimbursements paid parental leave 401(k) plan stock purchase plan discounts at Marriott properties commuter benefits employee assistance plan and childcare discounts. Benefits are subject to terms and conditions which may include rules regarding eligibility enrollment waiting period contribution benefit limits election changes benefit exclusions and others.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid for candidates within a commuting distance to Bethesda MD; candidates outside of commuting distance to Bethesda MD will be considered for Remote positions.
The application deadline for this position is 7 days after the date of this posting June 18 2025.
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Exec
Employment Type
Full-Time
