What's the Role All About?
The Senior Software Engineer is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem. As a hands-on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high-quality execution of project deliverables.
How Will You Make an Impact?
- Technical Implementation and Configuration:
- Configure, customize, and deploy Conversational AI solutions aligned to defined business and technical requirements.
- Build and maintain integrations using APIs, modern web technologies, and authentication standards.
- Implement, enhance, and optimize bot behaviors using conversational design and prompt engineering best practices.
- Develop proofs of concept (PoCs) and production-ready solution components.
- Support testing, validation, and go-live activities to ensure solutions are functioning as expected across customer environments.
- Technical Problem Solving & Quality:
- Diagnose and resolve complex technical issues across SaaS applications, integrations, environments, and data flows.
- Adapt, extend, or refactor existing integrations and solution components to meet evolving customer needs.
- Ensure implementations meet quality, performance, security, and usability standards.
- Produce documentation including specifications, test cases, and deployment materials.
- Collaboration with Implementation Teams:
- Partner closely with Implementation Engineers, Consultants and Project Managers who lead discovery, requirements definition, and solution design.
- Participate in customer workshops to clarify technical details, validate feasibility, and provide subject-matter input.
- Maintain clear and consistent communication across cross-functional delivery teams.
Have You Got What It Takes?
- Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.
- 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
- Technical Skills:
- Strong proficiency in JavaScript; Python familiarity is a plus.
- Solid understanding of:
- REST API integration patterns
- Modern authentication (OAuth2, OIDC, SAML)
- Browser and web security (CORS, X Frame Options)
- HTML/CSS and front-end fundamentals
- Ability to interpret API documentation, implement PoCs, and troubleshoot integrations.
- Strong understanding of conversational UX, AI driven interfaces, and prompt engineering techniques.
- Communication and Collaboration:
- Clear, confident written and verbal communication skills.
- Comfortable engaging with customers to explain technical concepts and implementation decisions.
- Effective collaborator during design discussions, code reviews, technical troubleshooting, and delivery execution.
- Authored detailed design documents, functional requirements documents, test use cases, and deployment guides to support implementation and delivery.
- Willingness to work in US shift (5 PM – 2 AM IST).
You Will Have an Advantage If You Also Have:
- Experience designing and deploying enterprise-grade conversational flows and AI orchestration.
- Experience with NiCE CXone products or other cloud-based contact center platforms.
- Experience working with enterprise conversational AI platforms (e.g., NICE CXone, Kore.ai, Amelia, Dialogflow, or similar).
- Experience with monitoring, logging, and debugging tools for distributed systems.
- Knowledge of databases (SQL/NoSQL) and data integration patterns.
- Experience working in Agile/Scrum teams and participating in sprint planning and retrospectives.