Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Key Responsibilities:

Lead the development and implementation of automation/conversational AI dialogue flows, and incorporate final content for IVR, Virtual Assistants, Chatbots, and omnichannel conversational interfaces as part of growing Digital Servicing strategy for Contact Centers and Customer Care division. This role will work with project leadership, project managers, conversational AI data architects, developers, UX designers, product managers, and fellow designers to strategize, design, and deliver enterprise conversational AI assets.

• Contribute to the build and implementation of design flows for Chatbots

• Incorporate natural language processing (NLP) and natural language understanding (NLU) techniques to improve bot performance

• Lead business development testing and defining of support/technical procedures

• Lead support to product development, functional design, model/intent training

• Troubleshoot and resolve incidents and bugs as well as continuously improve chatbots based on user feedback

• Work with project leadership, project managers, conversational AI data architects, developers, UX designers, pro

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience

• 3-5 years of related work experience

• Excellent problem-solving and debugging skills

• Strong communication and collaboration abilities

• Self-motivated and willing to learn and adapt to new technologies

• Be legally authorized to work in the United States for any employer without sponsorship

• Successful completion of interview required to meet job qualification

• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's degree

• Engineering, Computer Science, Data Science

• 3-5 years of experience in chatbot development, including experience with NLU/NLP technologies

• Strong understanding of chatbot frameworks, libraries, and APIs

• Experience with chatbot development platforms like Dialogflow, Rasa, or Microsoft Bot Framework

• Familiarity with cloud services, particularly AWS or Azure, for chatbot deployment

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT