Software Engineering Professional

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About the role

In this role you’ll build, deploy and support our voice, chat and messaging capabilities used by thousands of customers daily. Focused on delivering a brilliant customer experience, you’ll ensure they quickly get to the right information and support for their needs. All this will be delivered on a platform that’s available 24/7 and underpinned by intelligent bots, which augment the work of our customer service agents and improve the efficiency of our chat and messaging channel.

What you’ll be doing

Working in the Customer Experience AI Cluster, you will work closely with engineers, data scientists, product teams and experts to build high‑quality scalable solutions that deliver measurable business value.

As an Engineer in the Platform squad, you will contribute to the design and development on the current platform as we look to develop the next‑generation of conversational experiences on the Sprinklr platform, enabling intelligent, personalised, and scalable interactions for our customers.

Essential Skills / Experience

Software Development & Engineering Fundamentals

• Experience with at least one core technology such as JavaScript, Java, Node.js, HTML/CSS, or GraphQL, alongside a strong understanding of the Software Development Lifecycle (SDLC).

Development Tools, Automation & Version Control

• Experience using Git, JIRA and Confluence, with knowledge of modern development tools, automation techniques, testing, deployment and maintainable coding practices.

Problem Solving & Scalable Solution Delivery

• Strong analytical/problem-solving skills with the ability to develop scalable, sustainable solutions and troubleshoot complex technical issues.

Desirable Skills / Experience

Conversational AI / Chatbot Platform Experience

• Exposure to conversational AI platforms, chatbot frameworks, or virtual assistant technologies.

NLP, NLU & Machine Learning Knowledge

• Understanding of Natural Language Processing (NLP), Natural Language Understanding (NLU), and machine learning fundamentals.

Sprinklr Platform Experience

• Knowledge of Sprinklr Care and/or Conversational AI modules.

API Integration & Testing

• Experience integrating APIs and using testing tools such as Postman or Bruno.

Additional Scripting & Programming Skills

• Exposure to Python, Groovy, or other scripting languages alongside JavaScript.

Agile Delivery Experience

• Experience working within Agile environments, including sprint planning, backlog refinement and cross-functional collaboration.

Digital Customer Journey & Contact Centre Knowledge

• Understanding of digital customer experiences, customer journeys, and contact-centre technologies.

AI & Automation Interest / Experience

• Interest or hands-on exposure to Generative AI, LLMs, workflow automation, and intelligent bot development.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.