BT is looking for a Software Engineering Specialist to define our IT roadmap and accelerate digital transformation by delivering AI-driven capabilities across the Microsoft ESS, ServiceNow platform, and adjacent ecosystems. This role focuses on building an Agentic AI roadmap to improve colleague digital experience, bridging IT Product, AI CoE, Operations, and Business stakeholders.
What You'll Do
- 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 focused on productivity, cost reduction, quality, and 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 and ServiceNow, including AI Search, AI Ops, GenAI, Predictive Intelligence, Now Assist, and 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 like HuggingFace, FastAPI, and Docker 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 optimization, performance tuning, and engineering best practices.
- Own the end-to-end digital experience product roadmap, focused on improving colleague productivity, satisfaction, and adoption.
- Translate colleague and business needs into a prioritized 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.
- Rapidly prototype AI concepts with stakeholders and convert POCs into production-ready solutions.
- Evaluate new ServiceNow features, LLM models, and AI capabilities to make adoption recommendations.
- Drive end-to-end experiments around GenAI, process mining, and insights.
- 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.
What We're Looking For
- 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 tracking value.
- Solid understanding of Agentic AI concepts.
- Solid understanding of automation and AI in IT support.
- Solid understanding of 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.
- 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 and Confluence.
Technical Stack
- Languages & Frameworks: Python, LangChain, LLM frameworks, OpenAI models, HuggingFace, FastAPI
- Platforms & Tools: Docker, Microsoft ESS, ServiceNow, Microsoft Copilot, M365 Graph
- Data & Infrastructure: Pinecone, Chroma, Milvus
Team & Environment
This role is part of the Innovation & Agentic AI squad within the Colleague Experience Engineering Tribe within Digital Workplace at BT.
BT encourages applications from all backgrounds, including those who don't meet every requirement, and offers reasonable adjustments for the selection process.
