Software Development Engineer 3 (conversational AI)

Overview

About The Role

Engineer

• (Conversational AI and GenAI Engineer), you will technically lead and own end-to-end customer-facing conversational AI agents that power noon’s customer support experience.
• Your focus will be on building reliable, context-aware AI agents that solve real customer problems at scale, minimize customer wait times, and materially amplify the effectiveness of noon’s customer support.
• You will collaborate closely with product and operations teams to improve how AI agents understand context, retrieve information, and respond accurately—while knowing when to hand off to human agents.
• Beyond a single chatbot, you will help evolve a reusable GenAI platform that can be extended across other noon marketplaces and use cases.
• In this role, you are expected to understand how the LLMs work, how to use them safely, and how to design production systems around their strengths and limitations in a cost effective way at scale.
• What you’ll do
• Team noon has some of the fastest, smartest, and hardest-working people we've encountered.
• With a young, aggressive, and talented team, we're driving major missions forward.
• Lead the design, build from scratch, and own the end-to-end customer-facing AI agent, starting with chat-based support and evolving toward voice-enabled AI for use cases such as orders, refunds, delivery, warranty, payments, and product queries.
• Design and implement context-aware conversational flows using LLMs, with a focus on accuracy and user experience.
• Build and optimize Retrieval-Augmented Generation (RAG) pipelines using FAQs, policies, and historical support data.
• Integrate AI agents with customer support tools and internal e-commerce systems.
• Monitor, evaluate, and continuously improve AI performance in production by building CI/CD pipelines with evals.
• Contribute to turning the conversational chatbot platform into a scalable, cost efficient, reusable, framework for other noon marketplaces.
• What we’re looking for
• 5+ years of professional software development experience, building and operating backend or platform systems in production.
• 2+ years of hands-on experience working with conversational AI or GenAI systems in production used by real users.
• Clear understanding of how LLMs work, including prompt design, context management, and known limitations.
• Strong programming skills in Python and experience building backend services.
• Hands-on experience using frameworks such as LangChain, LangGraph, MCP or similar tools.
• Experience integrating AI systems with APIs, databases, and production services.
• A product-focused mindset with end-to-end ownership of customer-facing AI systems, including responsibility for production reliability, correctness, cost effectiveness and continuous improvement.
• Nice to have
• Experience with customer support or agent-assist platforms.
• Familiarity with vector databases and semantic search.
• Hands-on ML/NLP experience used at large scale in production systems.
• Background in e-commerce or marketplace platforms.
• Experience evaluating LLM outputs, improving response quality over time, and making informed trade-offs to optimize cost and performance at scale.
• Who will excel?
• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.