Senior Software Engineer

Join NiCE's ambitious Platform API team in Pune to shape the future of customer experience technology. This role offers an ultimate career opportunity for game changers who play to win, set high standards, and execute beyond them within a fast-paced, collaborative environment.

Role Overview

The Platform API team provides essential governance support for the entire CXone development organization. As a single API gateway for all Cxone APIs, this service requires guaranteed high uptime availability and minimal latency to ensure seamless customer interactions globally.

Your Impact & Responsibilities

• Collaborate with Architecture and Network Engineering teams to define and develop robust platform architecture tailored for global delivery.
• Create a Dockerized API proxy solution leveraging the Kong API Gateway, strictly adhering to Lua best practices to ensure efficiency and scalability.
• Leverage CloudFormation templates to extend AWS infrastructure, utilizing auto-scaling with ECS containers. Manage critical components including Elastic Cache, DynamoDB, VPC, Route 53, and more.
• Define performance requirements for the platform, designing, implementing, executing, and reporting on comprehensive testing results.
• Configure CloudWatch logs and alarms to proactively troubleshoot issues within a defined release cadence, while integrating third-party products with monitoring tools.
• Enforce security best practices by managing IAM permissions alongside DevOps teams to maintain the "least privilege" principle.
• Serve as a technical bridge between API gateway services and microservices, providing contract guidance and implementing routing strategies for cross-functional needs.
• Evolving Jenkins CI/CD pipelines to automate code deployment, acceptance testing, and environment health monitoring.

While primarily based in Pune with office days focused on face-to-face innovation (NiCE-FLEX model), this role requires effective collaboration with global geo-teams and support teams like TS/TAM/NOC. Strong communication skills are essential to address queries across international boundaries.

Requirements

• Bachelor's degree in Computer Science, Business Information Systems, or equivalent experience required.
• +4 years of professional software development experience demonstrating a track record of success.
• Proficiency in one or more key technologies: Lua, Kong API Gateway, or Golang.
• Solid background in designing, developing, deploying, and supporting RESTful APIs with high availability standards.
• Experience building multi-threaded software services that handle complex client interactions.

Tech Stack & Observability: Hands-on experience with DynamoDB is essential. Familiarity with observability dashboards such as Grafana, Prometheus, and Loki is highly valued to monitor system health in real-time.

Proficiency in unit testing and test automation frameworks is required. You should be comfortable working within Agile methodologies, understanding user stories, applying object-oriented design patterns, and thriving in a fast-paced environment that demands constant learning and innovation.

Bonus Points & Preferred Skills

• Certified AWS Developer or Architect with deep knowledge of VPN, Route53-DNS, VPC, ALB, Multi-region setups.
• Experience with reverse proxy technologies like nginx to enhance routing efficiency.
• In-depth understanding of Microservice architecture and integration patterns.
• Familiarity with Swagger for API documentation, various authentication methods (OAuth2, JWT), and CI/CD environments using Jenkins or similar tools.
• Sweeteners: Experience as a Technical Lead, work in Telecommunications/Telephony domains, Call Center operations knowledge, Jira proficiency, automation testing expertise, and familiarity with Agentic AI platforms like Claude or Co-pilot.