Senior Software Engineer

Overview

Design and build AI solutions for SPARK, NiCE's internal incubation team that turns CX International ideas into working AI solutions and enterprise-grade tools, owning each solution from prototype through hardening and handover.

What you'll do

• Work with the Business Analyst and business teams to understand the process, users and outcome, and shape a solution design that fits how people actually work.
• Translate use cases into solution architectures covering agents, retrieval, integrations, data flows and user experience.
• Choose the right approach for each problem, whether an AI agent, workflow automation, prompt-based assistant or conventional software fix.
• Estimate effort and flag technical risks early to the Project Manager.
• Build working prototypes and production-grade solutions using LLM APIs, agent frameworks and RAG pipelines.
• Work with IT to develop integrations, APIs and services connecting AI solutions to enterprise systems such as Salesforce, Snowflake, Power BI, ServiceNow, Workday and Microsoft 365.
• Apply prompt engineering and context design that deliver reliable results, and iterate on user feedback.
• Write clean, tested, documented code and keep it in well-organised shared repositories.
• Optimize solution costs.
• Apply the full SDLC to every solution (design, build, test, release and support), using Git workflows, code review and CI/CD pipelines.
• Build automated evaluations and regression tests so quality is measured, not assumed.
• Add logging, monitoring and cost tracking so solutions can be run and supported in production.
• Follow the security, privacy and responsible AI standards set with the Senior Technical AI Architect & Builder and NiCE's security teams.
• Ensure audit trails are included and follow the agreed guardrails.
• Prepare documentation, runbooks and demos for the Support Helpdesk, the Change Management & Evangelist and the business teams who will use each solution.
• Use feedback and recurring support issues to fix, improve and extend solutions after launch.
• Share patterns and reusable components that make the next build faster.

What you'll need

• Bachelor's degree in Computer Science, Software Engineering or a related field, or equivalent experience.
• 6-8 years of software development experience across the full SDLC, building enterprise-grade, scalable software.
• 2+ years of hands-on experience building LLM-powered applications, such as RAG pipelines, agents, tool use or prompt-engineered assistants.
• Proficiency in Python and/or TypeScript, with strong knowledge of REST APIs, JSON and async or event-driven design.
• Solid business knowledge: experience working closely with functions such as sales, customer service, operations or finance, and the ability to turn their needs into working software.
• Experience with at least one agent or orchestration framework (LangChain, LangGraph, AutoGen, CrewAI or equivalent) and with vector databases or search.
• Practical experience with a major cloud platform (Azure, AWS or GCP).
• Solid Git workflow, code review, testing and CI/CD practices.
• Ability to work with autonomy in a small, fast-moving team with evolving requirements.
• Fluency in English.

Nice to have

• Experience implementing MCP servers or clients, and integrating with enterprise systems.
• Familiarity with the Anthropic Claude API and tool-use patterns.
• Background in CX, contact centre, CCaaS or enterprise SaaS environments, with exposure to Cognigy or NiCE CXone.
• Experience with LLM evaluation frameworks and observability tooling.
• Experience with low-code or agent-building platforms such as Claude or Microsoft Copilot Studio.
• Experience in workflow applications such as N8N or similar.

Details

• Location: Pune, India.
• Work mode: NiCE-FLEX hybrid model, 2 days in the office and 3 days remote each week.
• Reports into: VP, Business Operations.
• Role type: Individual Contributor.
• Requisition ID: 11875.