IT Software Engineer

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. IT Software Engineer, Core AI DevelopmentSo, what's the role all about? NICE is assembling a core engineering team to build the internal AI platform that powers intelligent automation across the enterprise.As IT Software Engineer in the Orchestration AI Development team, you will move beyond using AI tools, you will build them. You will implement the foundational components of NICE's AI architecture: the integration layer that connects enterprise systems via MCP, the agent orchestration engine, the Models Gateway, RAG pipelines, and the tooling that makes every developer at NICE more productive. Your work ships to production and is used daily by hundreds of colleagues. This is a full-stack engineering role with a strong AI focus.You will write clean, production-quality code, collaborate closely with the Software Architect and DevOps teams, and operate with significant autonomy on technically complex problems. How will you make an impact? You will own and build the core components of NICE's AI platform, the integration layer, agent platform, Models Gateway, RAG pipelines, and developer tooling, working hands-on across the stack with the Architect, DevOps, and Security teams. Build the MCP Integration LayerImplement MCP server and client libraries that connect enterprise systems (Atlassian, Microsoft 365, ServiceNow, Workday, Salesforce, Snowflake) to AI agentsDesign and expose clean tool schemas; handle auth flows (OAuth2, managed identity); implement error handling, retries, and rate limitingBuild the A2A (Agent-to-Agent) interoperability layer enabling multi-agent collaboration across the platformDevelop the AI Agentic PlatformImplement production-grade AI agent frameworks: ReAct loops, tool-augmented reasoning, multi-agent orchestration, memory and state managementBuild agent harnesses for specific NICE use cases: IT helpdesk automation, procurement workflows, HR self-service, developer productivity agentsIntegrate with Azure AI Foundry and Anthropic Claude API, managing context windows, tool use, streaming responses, and multi-turn conversationsEngineer the Models GatewayBuild a unified gateway abstracting multiple LLM providers (Azure OpenAI, Anthropic, open-source models via Azure ML)Implement model routing logic, fallback chains, cost-based dispatch, latency budgeting, and per-team quota enforcementAdd logging, token metering, and usage dashboards for FinOps visibilityBuild RAG Pipelines & Vector InfrastructureDesign and implement document ingestion pipelines: chunking, embedding generation, metadata enrichment, and upsert into vector storesBuild retrieval pipelines with hybrid search (dense + sparse), re-ranking, and context assembly for LLM promptsManage vector DB infrastructure on Azure AI Search and/other; own schema design and index optimizationImplement Prompt Management & LLM EvalsBuild a prompt registry: version control, templating engine, environment promotion, and rollbackDesign and run LLM evaluation pipelines: automated regression tests, hallucination detection, task-specific benchmarksImplement human-in-the-loop feedback collection and model performance tracking dashboardsContribute to Developer Tooling & CI/CDBuild and maintain GitHub Actions workflows for AI component testing, deployment, and rollbackWrite reusable SDK / client libraries for internal teams consuming the AI platformIntegrate GitHub Copilot and Azure AI Foundry into the development workflow; document patterns for the broader R&D orgObservability & Production OperationsInstrument all AI components with OpenTelemetry: traces, metrics, and structured logsBuild Azure Monitor dashboards and alerts covering inference latency, error rates, token spend, and agent success ratesParticipate in on-call rotation for critical AI platform servicesHave you got what it takes?2-5 years of professional software engineering experience with Python or TypeScript in production environmentsHands-on experience building and deploying LLM-powered applications: RAG pipelines, agents, tool use, or prompt engineering systemsStrong understanding of REST API design, async programming, and event-driven architectureExperience with at least one agent or orchestration framework: LangChain, LangGraph, AutoGen, CrewAI, or equivalentPractical knowledge of Azure services: at minimum Azure OpenAI, Azure Storage, and Azure Container Apps or AKSSolid Git workflow: branching, PRs, code review, CI integrationAbility to write clean, tested, documented code that others can build onComfort working in fast-moving environments with evolving requirementsFluency in EnglishBonus:Experience implementing MCP servers / clients or similar tool-integration protocolsFamiliarity with the Anthropic Claude API, tool use patterns, and multi-turn conversation managementExperience with vector databases: Azure AI Search, pgvector, Qdrant, Weaviate, or PineconeKnowledge of LLM evaluation frameworks: Evals, RAGAS, LangSmith, or custom harness developmentExperience with GitHub Copilot enterprise configuration, policy management, or extension developmentBackground in enterprise IT systems integration (Jira, ServiceNow, Salesforce, Workday, M365)Familiarity with OpenTelemetry instrumentation and Azure Monitor / GrafanaWhy Join Us? At NiCE, we don't just connect systems, we connect people, platforms, and possibilities. In this role, you'll be at the heart of driving product unification, governance, and go-to-market alignment across a mission-critical platform. You'll join a team that breaks down silos and enables seamless customer experiences across our product ecosystem. If you are a strategic thinker, a collaborative leader, and passionate about delivering cross-platform value, this is your opportunity to shape the future of customer experience with NiCE. 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. 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.