Principal Engineer - Contact Center AI Transformation & Cloud Optimization

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

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.

Key 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 .

Basic Qualifications

• 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

Preferred Skills & Experience

• 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.

Location Expectation
This role requires working from a U.S. Bank location three (3) or more days per week.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here .

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $149,515.00 - $175,900.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.