Job Description For FLEX, Senior Director, Engineering and Architecture - Centralized Messaging and Conversational Intelligence
This is a temporary position.
We are looking for a Senior Director of Engineering & Architecture to lead the solution design and development of a centralized messaging platform that 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 an AI-powered orchestration layer to enable intelligent message routing, response generation, and conversational workflows using machine 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 a central abstraction layer that serves as the single integration point for messaging across all internal and external channels.
- Design and maintain a modular system that can support omnichannel communication with 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 an AI/ML layer that 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 a global engineering team focused 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 building API-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 for message classification, response generation, or routing
- 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 delivering automated conversational flows across multiple digital surfaces
- Familiarity with LLMs, MML pipelines, and AI models for conversational intelligence
- Experience working with tools like Apple Business Chat,Twilio 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 celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.
Be where you can do your best work,
begin your purpose,
belong to an amazing global team, and
become the best version of you.
Muzammel Huque Chy
Makkah, Saudi Arabia