Senior AI Software Engineer

NICE • Atlanta, GA

8h

About The Position

At NICE, we are looking for a Senior AI Software Engineer who thrives at the intersection of infrastructure, DevOps, and applied AI. In this role, you will design and build intelligent automation systems that reduce toil, accelerate delivery, and improve platform resilience for teams spanning SRE, DevOps, Systems, Networking, and Voice Engineering across the NICE CXone global multi-region cloud platform, including sovereign regions for UK Gov, AU Gov, EU, and FedRAMP. Your code will run in production and will directly impact how hundreds of engineers build, deploy, and operate mission-critical software.

Requirements

• 5 or more years of software engineering experience with a strong emphasis on backend systems, infrastructure automation, or platform engineering.
• Production-grade experience in Python or Go, with comfort working in polyglot environments.
• Deep experience with AWS, including IAM, EC2, EKS, RDS, Lambda, CloudWatch, and multi-account architectures.
• Hands-on experience building automation that interacts directly with REST or GraphQL APIs, not simply writing scripts that call CLI tools.
• Familiarity with CI/CD systems such as GitLab CI or GitHub Actions, and with infrastructure-as-code tooling such as Terraform, CDK, or Pulumi.
• Demonstrated ability to build AI-powered workflows using LLM APIs including Anthropic, OpenAI, or equivalent, covering prompt engineering, tool use and function calling, and agentic orchestration patterns.
• Strong understanding of distributed systems, Kubernetes, and cloud-native observability including metrics, logs, and traces.
• Excellent written and verbal communication skills, with the ability to translate complex systems into clear documentation, runbooks, and architecture diagrams.
• A bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience.

Nice To Haves

• Experience with TypeScript or Node.js is a plus.
• Experience with agentic AI frameworks such as LangGraph, CrewAI, AutoGen or AG2, Semantic Kernel, or Smolagents.
• Prior work in regulated or sovereign cloud environments such as FedRAMP, IL4, UK G-Cloud, or AU PROTECTED.
• Familiarity with Backstage developer portals and their integration with CI/CD pipelines.
• Experience with OpenObserve, Grafana, or similar observability platforms at scale.
• Background in SRE, NOC tooling, or incident management automation, especially alert correlation and runbook automation.
• Exposure to Kafka or other distributed messaging systems in a production operations context.
• Prior experience building internal tooling that replaced manual, click-through web interfaces for infrastructure operations.

Responsibilities

• Design and build end-to-end automation pipelines for cluster provisioning and new region and environment builds, including AWS account bootstrapping for sovereign cloud regions such as UK, AU, EU, and FedRAMP.
• Automate infrastructure lifecycle tasks that currently require manual navigation of web-based tooling by translating operator workflows into reliable, idempotent, API-driven pipelines.
• Build tooling to provision and validate monitoring, alerting, telemetry pipelines, and network circuits for new regions at launch.
• Integrate automation into existing CI/CD systems including GitLab CI and Backstage, with proper pipeline gates and exit-criteria-driven release controls.
• Contribute to the AI Ops Incident Intelligence Platform by building agents and orchestration layers that surface meaningful signal from noise during incidents, identify recurring failure patterns, and recommend remediation paths.
• Develop AI-powered change risk scoring and production readiness gates that integrate directly into the deployment pipeline.
• Build automated rollback capabilities triggered by business-level signals such as error rate, latency, and revenue impact, rather than simple health checks alone.
• Work within the DevOps AI Working Group to coordinate AI pipeline efforts across SRE, DevOps, Systems, and Networking teams, ensuring shared standards and preventing fragmented shadow-ops tooling.
• Collaborate directly with SRE, Systems, Network, and Voice Engineering teams to identify high-toil workflows and translate them into automation candidates.
• Build and maintain Model Context Protocol (MCP) server integrations that allow AI agents to safely interact with operational tooling including ServiceNow, Jira, Confluence, and AWS APIs, with appropriate guardrails in place.
• Design all solutions with sovereign isolation requirements in mind, ensuring that UK, AU, and EU sovereign instances operate independently and within compliant data boundaries.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior