Senior Software Engineer (AI Agents / Java)

We are seeking a Senior Application Software Developer and Team Lead to join the AI4Support team and build scalable, cloud-based machine learning and AI solutions. This role will focus on developing and productionizing ML models and intelligent applications leveraging machine learning, NLP, large language models, and generative AI. The successful candidate will work closely with applied scientists, Machine learning engineers, software engineers, and cross-functional teams to transform complex data and business challenges into reliable, scalable solutions that deliver measurable customer impact. The ideal candidate is a hands-on engineer and technical leader who can tackle complex, ambiguous problems and drive solutions from experimentation through production. This includes contributing to model development and evaluation, Java microservice orchestration, ML system design, deployment, monitoring, and optimization, while helping establish strong MLOps, testing, observability, and cloud Adheres to and suggests improvements to all phases of the application software development lifecycle. Utilizes working knowledge to develop new application features and enhancements following design specifications, and develops documents to clarify application design and code. Leads code reviews in designated application areas to help drive improvements. Conducts debugging and troubleshooting to identify and fix moderately complex application issues. Develops fixes for identified issues. Troubleshoots and resolves moderately complex issues related to application programming interface (API) functionality, integration, and service-to-service interactions. Designs and develops application software, systems, and services aligned to pre-defined application architecture. Collaborates within and beyond the immediate team to understand customer use cases and align application solutions. May provide technical guidance and support to customers regarding application-related issues, independently. Collaborates with the team to establish and follow application development practices, secure coding standards, and code quality. Performs periodic maintenance and testing operations for application systems that require upgrading or patching (e.g., for critical vulnerabilities). Key Responsibilities Application Software Development: Drives medium features and quality improvements with measurable performance and reliability outcomes. Provides global production support for critical issues with minimal guidance; improves playbooks/alerts. Troubleshoots and debugs non-routine issues spanning application layers and common OCI services; proposes fixes. Partners with QA to define test strategy (unit/integration) for features; ensures consistency across modules. Considers trade-offs in existing architecture; proposes moderate design improvements. Translates ambiguous requirements into scalable designs and implementation plans. Defines and stabilizes API contracts and dependencies for the application area. Recommends build priorities within the team using data from incidents, telemetry, and customer feedback. Systematically incorporates external feedback (forums, live-site reports) into backlog refinement. Mentors junior engineers; coordinates cross-functionally on feature delivery. Software Development and Coding - Design, Testing, and Optimization: Designs software solutions and analyzes and helps identify requirements to achieve business and operational goals, independently. Adheres to and suggests improvements to all phases of the software development lifecycle. Utilizes working knowledge to develop new software features and enhancements following design specifications and develops documents to clarify software design and code. Leads code reviews in designated areas to help drive improvements. Conducts debugging and troubleshooting to identify and fix moderately complex software issues. Develops fixes for identified issues. Implements software testing (e.g., functional and non-functional testing), quality assurance processes, software error logging, monitoring, and observability for effective debugging, ensuring review by manager and/or lead throughout the process. Exercises judgment and discretion to conduct performance profiling and optimization of coding. Troubleshoots and resolves moderately complex issues related to application programming interface (API) functionality and integration. Implements moderately complex API versioning, lifecycle, and interoperability strategies. Software Architecture - Software System Structural Design: Designs and develops software, systems, and services aligned to pre-defined system architecture. Develops working knowledge of software architecture decisions and best practices. Collaborates with team leads to review work to ensure alignment with software architecture. Implements moderately complex performance optimization and scalability strategies in software design. Issue/Defect Collaboration - Software Products Support: Collaborates within and beyond immediate team to understand customer issues and align solutions. May provide technical guidance and support to customers regarding customer-reported issues, independently. Coaches, mentors, and guides others to advocate for customers' interests and suggests product enhancements based on feedback. Influences team to ensure customer satisfaction through timely resolution of issues and effective communication. Implements customer issue and/or defect handling and training processes, independently. Investigates and troubleshoots complex product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements). Practices and Standards Compliance - Security and Compliance: Collaborates with the team to establish and follow development practices and coding standards. Exercises judgment and discretion to ensure code quality and adherence to broad acceptance criteria during development. Keeps up-to-date with industry best practices and applies them to software development processes. Implements secure coding practices to prevent security vulnerabilities. Development Operations - System Maintenance: Performs periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities). Exercises judgment and discretion to drive improvements, ensure automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability. Core Responsibilities Planning & Execution: Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency. Collaboration & Partnership: Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others. Problem Solving: Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices. Continuous Learning: Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members. Continuous Improvement: Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks i