Senior Software Engineer

So, what’s the role all about?

As a Senior Software Engineer, you will play a critical role in developing and enhancing the Contact Center Copilot solution, leveraging AI and LLMs to drive intelligent automation and customer engagement. This position requires strong software development skills, hands-on expertise in AI/ML, and a knack for creating scalable, secure, and efficient integrations with existing platforms. Collaborating with cross-disciplinary teams, you will ensure the delivery of high-quality, impactful features that address complex business needs.

How will you make an impact?

• Contribute to the development of scalable LLM-powered solutions for contact centers.
• Fine-tune LLMs on business-specific datasets to improve task automation.
• Implement and optimize APIs and webhooks for system integrations.
• Design and deploy bot functionalities using frameworks like Rasa or Dialogflow.
• Develop and maintain domain-specific knowledge graphs or embeddings.
• Collaborate on cloud-based deployments using AWS, Azure, or Google Cloud.
• Create and manage Docker containers and Kubernetes clusters.
• Set up CI/CD pipelines for streamlined development workflows.
• Work on advanced NLU features for intent recognition and entity extraction.
• Integrate AI solutions with CRM platforms to enhance customer support.
• Perform rigorous code reviews and contribute to technical design discussions.
• Support debugging and optimization of production systems.
• Partner with QA teams for testing automation.
• Monitor system performance and reliability post-deployment.
• Research emerging technologies to inform product strategies.
• Mentor junior engineers in best practices and advanced development techniques.

Have you got what it takes?

• BS or MS in Computer Science or related field.
• 5-8 years of software development experience.
• Proficiency in Python, JavaScript, or similar languages.
• Solid understanding of LLMs and their applications in automation.
• Experience with bot development frameworks like Rasa, Dialogflow, or Microsoft Bot Framework.
• Skilled in building and integrating APIs and webhooks.
• Knowledge of knowledge graphs and embeddings for AI solutions.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Familiarity with Docker and Kubernetes for containerized deployments.
• Strong understanding of CI/CD processes.
• Knowledge of NLU techniques for conversational AI.
• Experience integrating AI systems with CRM platforms.
• Excellent problem-solving and debugging skills.
• Strong collaboration and communication abilities.
• Demonstrated ability to work in cross-functional teams.
• Passion for staying updated on AI/ML trends.
• A mindset geared towards innovation and continuous improvement.
• Willingness to mentor and support junior team members.

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 5841
Reporting into: Sandip Bhattcharjee 
Role Type: Individual Contributor