Senior Staff Solution Architect
ServiceNow1 day ago
Hyderābād, IndiaStaff+
Responsibilities
- Architect scalable, secure, compliant, end-to-end solutions across customer experience applications.
- Define architecture patterns for workflows, integrations, platform extensions, and API-driven services extending ServiceNow capabilities.
- Architect AI/ML personalization, recommendation, semantic search, and conversational AI capabilities.
- Design unified data architectures spanning data lakes, warehouses, real-time pipelines, and analytical products.
- Establish data quality, privacy, security, and compliance governance, including GDPR and CCPA requirements.
- Define model observability, performance monitoring, and continuous-learning feedback-loop architectures.
- Create multi-year architectural roadmaps and lead architecture reviews, governance processes, and critical modeling decisions.
- Translate complex designs into secure, observable, performant services while mentoring architects and senior engineers.
Requirements
- 15+ years of experience in enterprise software architecture, solution design, or technical leadership, with significant CRM and enterprise SaaS experience.
- Proven experience designing production-grade solutions for customer service, digital workflows, CRM, or customer experience platforms.
- Deep expertise in microservices, event-driven architectures, API-first design, cloud-native technologies, and security best practices.
- Strong understanding of AI/ML systems and hands-on experience with personalization, NLP/NLU, semantic search, or conversational AI.
- Experience with data modeling, ETL/ELT pipelines, streaming, data warehouses, and data governance.
- Familiarity with ML frameworks, MLOps tools, and data processing tools including TensorFlow, PyTorch, Hugging Face, Spark, dbt, and Airflow.
- Preferred experience with the ServiceNow platform and custom applications or intelligent services.
- Preferred understanding of Salesforce, Microsoft Dynamics, and ServiceNow CSM integrations with customer experience ecosystems.
- Preferred experience with customer journey orchestration, personalized digital experiences, or recommendation engines in large-scale SaaS environments.
- Preferred hands-on experience with LLM integration, prompt engineering, RAG, and vector databases for GenAI applications.
- Preferred familiarity with CI/CD pipelines and DevOps practices.
- Strong communication skills and ability to influence stakeholders across global, cross-functional, matrixed organizations.
Benefits
- High-impact opportunity to shape customer experience architecture within a leading enterprise platform.
- Opportunity to define architectural strategies for mission-critical applications serving millions of users.
- Collaborative, innovation-focused culture with organizational influence and visibility to senior leadership.
- Regular employee role in the APAC region with a flexible work persona.
Tech Stack
Categories
Solutions Engineering
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.