Software Engineering Specialist

Job Description

Why this job matters

Delivering quality digital features and solutions for our customers is at the heart of everything we do. The IT Transformation Specialist – Innovation, Agentic AI & Digital Experience plays a key role in defining the IT roadmap and accelerating BT’s digital transformation by delivering AI driven capabilities across the Microsoft ESS, ServiceNow platform and adjacent ecosystems. The role is for building a IT transformation Agentic AI roadmap with innovation and improving colleague Digital Experience. Work with AI COE team to define the intelligent solutions using Microsoft ESS/ServiceNow native features, Microsoft Copilot, and open source AI frameworks to strengthen automation, improve data quality, drive adoption of generative AI, and unlock new efficiency across ITSM, HR, Asset, and Enterprise workflows.
This role will be a core contributor in the Innovation & Agentic AI squad within the Colleague Experience Engineering Tribe within Digital Workplace. Role will be working closely with engineering teams, product owners, architects, and business stakeholders.
This role bridges IT Product, AI CoE, Operations, and Business stakeholders, ensuring AI initiatives are outcome driven, scalable, and aligned to enterprise priorities.

What you’ll be doing

Innovation and Agentic AI
• Own and evolve the IT product roadmap for Agentic AI across IT support and employee experience domains.
• Translate business and operational challenges into AI enabled product opportunities with clear value outcomes.
• Define value streams and prioritize initiatives based on impact, feasibility, and alignment.
• Build and maintain AI led business cases for IT support and operations (productivity, cost reduction, quality, CX).
• Continuously scan the market for AI best practices, patterns, and emerging capabilities relevant to IT and Digital Workplace
• Design, build, and deploy AI powered capabilities across Microsoft ESS/ServiceNow (AI Search, AI Ops, GenAI, Predictive Intelligence, Now Assist, Virtual Agent).
• Integrate ServiceNow with Microsoft Copilot, M365 Graph, and other enterprise AI platforms.
• Build custom AI solutions using Python, LangChain, LLM frameworks, embeddings, and open source models.
• Develop AI accelerators for CMDB data correction, incident classification, knowledge summarization, and PDLC automation.
• Experiment with open source tools (HuggingFace, FastAPI, Docker etc.) to create innovation prototypes and reusable frameworks.
• Roadmap to Implement automation to reduce manual effort across core IT/HR processes, Colleague Experience workflows, hardware/software lifecycle, and service operations.
• Contribute to platform optimisation, performance tuning, and engineering best practices.
Digital Experience IT Product Owner
• Own the end to end digital experience product roadmap, focused on improving colleague productivity, satisfaction, and adoption.
• Translate colleague and business needs into a prioritised backlog, ensuring clear outcomes, value metrics, and delivery alignment.
• Collaborate with AI CoE, engineering, and operations to embed AI enabled capabilities into digital experience journeys.
• Drive continuous improvement, measuring success through experience, efficiency, and service performance indicators
Innovation & Prototyping
• Rapidly prototype AI concepts in collaboration with stakeholders and convert POCs into production-ready solutions.
• Evaluate new ServiceNow features, LLM models and AI capabilities; make recommendations for adoption.
• Drive end to end experiments around GenAI, process mining, and insights.
Collaboration, Governance & Adoption
• Act as the single accountable product interface between IT and the AI CoE.
• Partner with cross-functional teams (HR, IT Ops, DWP, Data, Security, Procurement) to identify automation and AI opportunities.
• Ensure AI usage meets BT security, governance, ethics, and privacy guidelines.
• Create documentation, technical patterns, best practices, and learning playbooks for wider engineering adoption.
• Support COE leads in driving innovation roadmaps and evangelizing AI capabilities across BT.

Skills and Experience Required

The skills you’ll need to succeed
• Strong experience in IT transformation, digital products, or AI enabled change
• Proven ownership of product roadmaps and backlogs
• Hands on experience building business cases and value tracking
• Solid understanding of:
o Agentic AI concepts
o Automation and AI in IT support
o Agile and product led delivery models
• Excellent stakeholder management and communication skills
• Strong experience with AI Toolsets
• Experience with AI/ML frameworks: Python, transformers, LangChain, HuggingFace, OpenAI models, embeddings.
• Working knowledge of vector databases (Pinecone, Chroma, Milvus) and retrieval-augmented generation (RAG) pipelines.
• Understanding of enterprise data governance, security, and responsible AI principles.

Experience you’d be expected to have
• Strong problem-solving ability with a mindset for experimentation and innovation.
• Effective communication and stakeholder engagement, including translating technical capabilities into business value.
• Ability to work in a fast-paced agile environment, collaborating with multiple squads.
• Ownership mindset with strong engineering discipline and attention to detail.
• Experience in developing applications from scratch.
• Experience in working with Agile tools like JIRA, Confluence etc.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.