Software Development Engineer 3 (conversational AI)

About This Role

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a (add title) who can help us move even faster.

noon’s mission: Every door, every day.

About the role

As an AI 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.