Specialist Software Engineer ( AI Architect , Developement )

Overview

Senior Technical AI Architect & Builder for SPARK, NiCE's internal incubation team that turns ideas from across CX International into working AI solutions and enterprise-grade tools rolled out globally. The role sets the technical direction for SPARK, builds flagship prototypes hands-on, and leads the SPARK AI Architects & Builders.

What you'll do

• Recommend and own the SPARK tech stack: models and providers, agent and orchestration frameworks, retrieval and vector storage, integration patterns, and developer tooling.
• Make build-versus-buy and platform-versus-custom decisions and record them in clear architecture decision records.
• Define reference architectures and reusable patterns so every new idea starts from a paved path.
• Track the fast-moving AI landscape and bring forward models, tools, and protocols worth adopting.
• Ensure builds allow tools to be migrated easily, and include cost optimization in the design.
• Design and build agentic AI solutions, including tool use, multi-step reasoning, memory, multi-agent coordination, and human-in-the-loop controls.
• Build RAG pipelines and integrations with enterprise systems such as Salesforce, ServiceNow, Workday, and Microsoft 365, using APIs and MCP.
• Ensure solution design incorporates NiCE guidelines on ethics, risk, and compliance.
• Review data and infrastructure readiness of the solutions.
• Write clean, tested, documented code that others can pick up and extend.
• Turn ideas into working prototypes quickly and into demonstrable value for the business teams who proposed them.
• Define what enterprise-grade means for SPARK: security, access control, privacy, reliability, scalability, observability, and cost.
• Harden prototypes for global rollout, including CI/CD, automated tests, evaluation pipelines, monitoring, and rollback.
• Establish LLM evaluation practices: test sets, regression tests, hallucination checks, and quality dashboards.
• Work with Security, Legal, and Architecture teams to embed responsible AI and data protection requirements into every design.
• Act as trusted technical adviser to business teams, the Project Manager, and senior leaders on feasibility, trade-offs, effort, and risk.
• Review designs and code, mentor the Technical AI Architect & Builder, and raise the engineering bar across the team.
• Work with minimal supervision, flag risks early, and make good decisions when requirements are still moving.
• Collaborate with NiCE's internal and external AI platform and architecture teams so SPARK solutions fit the wider enterprise AI strategy.

What you'll need

• Bachelor's degree in Computer Science, Software Engineering, or a related field, or equivalent experience.
• 10+ years of software engineering experience.
• 3+ years designing and delivering LLM-powered or agentic AI systems in production.
• Expert, hands-on skills in Python and/or TypeScript; still writes code every week.
• Deep experience with agent and orchestration frameworks (such as LangGraph, LangChain, AutoGen, or equivalent), tool-integration protocols such as MCP, and RAG architectures with vector databases.
• Strong working knowledge of LLM providers and APIs (Anthropic Claude, OpenAI, Azure OpenAI, Gemini, and open-source models), including prompt design, structured outputs, and evaluation.
• Experience with at least one major cloud AI ecosystem (Azure, AWS, or GCP) and with REST API, event-driven, and microservice design.
• Strong grasp of security, privacy, and responsible AI practices for enterprise systems.
• Proven ability to work independently, advise stakeholders, and own technical decisions in ambiguous situations.
• Excellent communication skills, with the ability to explain complex AI concepts to executives and non-technical colleagues.
• Fluency in English.

Nice to have

• Master's degree.
• Experience in an AI centre of excellence, innovation lab, or internal incubator.
• Experience with Cognigy, NiCE CXone, or other CCaaS and conversational AI platforms, including voice AI.
• Experience integrating with enterprise systems such as Salesforce, ServiceNow, Workday, Atlassian, and Microsoft 365.
• Experience with LLMOps: evaluation frameworks, observability (OpenTelemetry), prompt registries, and cost governance.
• Experience fine-tuning or evaluating open-source models.
• Experience with workflow applications such as N8N or similar.
• Have developed market-ready software applications.
• Fluency in a foreign language; German would be a plus, for close collaboration with the Forward Deployment Cognigy team in Germany.

Details

• Location: India - Pune.
• Work mode: NiCE-FLEX hybrid model, 2 days per week in the office and 3 days remote.
• Reporting into: VP, Business Operations, Sales Ops.
• Role type: Individual Contributor.