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?

Enjoy NICE-FLEX!

Requisition ID: 5841
Reporting into: Sandip Bhattcharjee
Role Type: Individual Contributor