IT Software Engineer

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.

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.

• Implement MCP server and client libraries that connect enterprise systems (Atlassian, Microsoft 365, ServiceNow, Workday, Salesforce, Snowflake) to AI agents
• Design and expose clean tool schemas; handle auth flows (OAuth2, managed identity); implement error handling, retries, and rate limiting
• Build the A2A (Agent-to-Agent) interoperability layer enabling multi-agent collaboration across the platform

• Implement production-grade AI agent frameworks: ReAct loops, tool-augmented reasoning, multi-agent orchestration, memory and state management
• Build agent harnesses for specific NICE use cases: IT helpdesk automation, procurement workflows, HR self-service, developer productivity agents
• Integrate with Azure AI Foundry and Anthropic Claude API, managing context windows, tool use, streaming responses, and multi-turn conversations

• Build 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 enforcement
• Add logging, token metering, and usage dashboards for FinOps visibility

• Design and implement document ingestion pipelines: chunking, embedding generation, metadata enrichment, and upsert into vector stores
• Build retrieval pipelines with hybrid search (dense + sparse), re-ranking, and context assembly for LLM prompts
• Manage vector DB infrastructure on Azure AI Search and/other; own schema design and index optimization

• Build a prompt registry: version control, templating engine, environment promotion, and rollback
• Design and run LLM evaluation pipelines: automated regression tests, hallucination detection, task-specific benchmarks
• Implement human-in-the-loop feedback collection and model performance tracking dashboards

• Build and maintain GitHub Actions workflows for AI component testing, deployment, and rollback
• Write reusable SDK / client libraries for internal teams consuming the AI platform
• Integrate GitHub Copilot and Azure AI Foundry into the development workflow; document patterns for the broader R&D org

• Instrument all AI components with OpenTelemetry: traces, metrics, and structured logs
• Build Azure Monitor dashboards and alerts covering inference latency, error rates, token spend, and agent success rates
• Participate in on-call rotation for critical AI platform services

• 4+ years of professional software engineering experience with Python or TypeScript in production environments
• Hands-on experience building and deploying LLM-powered applications: RAG pipelines, agents, tool use, or prompt engineering systems
• Strong understanding of REST API design, async programming, and event-driven architecture
• Experience with at least one agent or orchestration framework: LangChain, LangGraph, AutoGen, CrewAI, or equivalent
• Practical knowledge of Azure services: at minimum Azure OpenAI, Azure Storage, and Azure Container Apps or AKS
• Solid Git workflow: branching, PRs, code review, CI integration
• Ability to write clean, tested, documented code that others can build on
• Comfort working in fast-moving environments with evolving requirements
• Fluency in English

• Experience implementing MCP servers / clients or similar tool-integration protocols
• Familiarity with the Anthropic Claude API, tool use patterns, and multi-turn conversation management
• Experience with vector databases: Azure AI Search, pgvector, Qdrant, Weaviate, or Pinecone
• Knowledge of LLM evaluation frameworks: Evals, RAGAS, LangSmith, or custom harness development
• Experience with GitHub Copilot enterprise configuration, policy management, or extension development
• Background in enterprise IT systems integration (Jira, ServiceNow, Salesforce, Workday, M365)
• Familiarity with OpenTelemetry instrumentation and Azure Monitor / Grafana

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: 11088

Reporting into: Director, IT Software Engineering

Role Type: Individual Contributor