Senior Software Engineer

Location: India - Pune
Department: CX INTL, Business Operations, International

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

NiCE is building SPARK, a new internal incubation team that turns great ideas from across CX International into working AI solutions, and then into enterprise-grade tools that roll out to colleagues around the world. We are looking for builders who understand the business as well as the code.

As Technical AI Architect & Builder, you will design and build the AI solutions that SPARK brings to life. You combine real business knowledge with solid software engineering: you understand how sales, service, support, and operations teams actually work, and you know how to take an idea through the full software development lifecycle to a solution people use every day.

You will work as part of a small team of senior builders, led by the Senior Technical AI Architect & Builder, with significant ownership of the solutions you deliver. You will partner closely with the Business Analyst and the Project Manager.

How will you make an impact?

You will design and build the AI solutions at the heart of SPARK, owning them from the first prototype through hardening and handover, working with the Senior Technical AI Architect & Builder, the Business Analyst, and the Project Manager.

Design Solutions that Fit the Business

• Work with the Business Analyst and business teams to understand the process, the users, and the 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 that is an AI agent, a workflow automation, a prompt-based assistant, or a conventional software fix
• Estimate effort and flag technical risks early to the Project Manager

Build and Ship

• Build working prototypes and production-grade solutions using LLM APIs, agent frameworks, and RAG pipelines
• Work with IT to develop integrations, APIs, and services that connect 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

Engineer for Quality and Scale

• 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
• Ensue audit trails are included and follow the discussed solutions on agreed guardrails measure.

Hand Over and Improve

• 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

Have you got what it takes?

• 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

You will have an advantage if you also 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, Microsoft Copilot Studio
• Experience in workflow applications such as N8N or similar

What’s in it for you?

SPARK is a chance to be a founding member of a brand-new team, and to shape how NiCE turns AI ideas into everyday tools used by colleagues around the world.

Join an ever-growing, market-disrupting, global company where the teams, comprised of the best of the best, work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about AI, innovative at heart, and excited to constantly raise the bar on what intelligent technology can do, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID- 11875
Reporting into: VP, Business Operations
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.