Principal Engineer - Contact Center AI Transformation & Cloud Optimization

U.S. Bank • Irving, TX

1d • $149,515 - $175,900 • Hybrid

About The Position

At U.S. Bank, we're modernizing client engagement through artificial intelligence, cloud-native platforms, and contact center transformation. We are seeking a Principal Software Engineer to serve as a senior individual contributor and strategic technology leader for AI-powered client engagement capabilities across the enterprise. This role will shape the future of Contact Center platforms, helping lead modernization initiatives spanning Amazon Connect, Conversational AI, Agentic AI, cloud-native client servicing platforms, and omnichannel client engagement experiences. Experience with omnichannel client journeys, CRM capabilities, and digital technologies is highly valued.

Requirements

• Bachelor's degree or equivalent work experience
• 8+ years of software engineering, architecture, or technology leadership experience
• 5+ years of experience designing and implementing large-scale cloud-native platforms
• Demonstrated success influencing enterprise technology strategy through technical leadership and executive engagement

Nice To Haves

• Deep experience designing, implementing, and modernizing enterprise contact center platforms, including Amazon Connect, omnichannel engagement, voice, chat, messaging, workforce optimization, agent assist, and self-service capabilities.
• Experience aligning contact center modernization with digital client journeys, digital servicing capabilities, and seamless end-to-end client experiences without directly owning Digital product development.
• Experience with LLMs, Agentic AI, Conversational AI, RAG, Prompt Engineering, AI orchestration, Generative AI, AI-powered client service, intelligent workflow automation, and responsible AI governance.
• Strong AWS and cloud-native architecture experience, including Amazon Connect, Bedrock, Lex, Contact Lens, Amazon Q, Lambda, API Gateway, DynamoDB, Kinesis, microservices, API-first architectures, and enterprise integration patterns.
• Experience with enterprise data platforms and analytics ecosystems such as Databricks, Snowflake, Apache Spark, Lakehouse architectures, data governance, data pipelines, and AI enablement strategies.
• Proven ability to influence executive stakeholders, architecture review boards, business leaders, strategic partners, and cross-functional teams through clear communication, storytelling, roadmaps, investment proposals, and technical thought leadership.
• Experience working in financial services or other highly regulated environments with exposure to MLOps, security, privacy, regulatory compliance, and enterprise risk management.

Responsibilities

• Define and drive the technology vision, architecture strategy, and modernization roadmap for AI-powered contact center and client engagement capabilities.
• Lead architecture strategy for Amazon Connect, Conversational AI, Agent Assist, intelligent routing, self-service automation, Agentic AI, and related client servicing technologies.
• Establish reference architectures, reusable frameworks, engineering standards, and governance models that accelerate secure, scalable adoption of AI-driven solutions.
• Partner across engineering, product, operations, risk, compliance, data, and business teams to identify high-value transformation opportunities and deliver enterprise outcomes.
• Influence cloud, data, platform, FinOps, and AIOps strategies that support resilient, scalable, and cost-effective client servicing platforms.
• Develop executive-ready roadmaps, investment recommendations, business cases, and architecture materials that translate complex technology into clear business outcomes.
• Mentor engineers, architects, and technical leaders while promoting innovation, engineering excellence, modernization, and responsible AI practices.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Principal