Forward Deployed Solution Engineer – Applied AI FDE
ServiceNow5 hours ago
Montréal, CanadaSenior
Responsibilities
- Partner with customers to identify and frame high-impact AI use cases through hands-on discovery workshops.
- Architect and build AI-native solutions using LLMs, RAG pipelines, retrieval logic, workflow orchestration, evaluation systems, and guardrails.
- Collaborate with engineers to prototype, test, iterate, and deliver validated solution-ready builds within 8–12 weeks.
- Harden pilots into reliable, monitored production services and define metrics for quality, latency, cost, and business outcomes.
- Create reusable frameworks, templates, SDKs, modular components, prompts, and orchestration logic.
- Lead customer and executive alignment through technical storytelling, solution framing, and architecture reviews.
- Capture field feedback to influence product strategy and Now Platform priorities.
- Enable internal teams and customers through documentation, technical onboarding assets, and reusable best practices.
Requirements
- 8+ years of software engineering experience, including 2+ years building and shipping systems in customer-facing or embedded roles.
- 3+ years of end-to-end production ML or AI experience covering data preparation, deployment, monitoring, and iteration.
- Hands-on experience with RAG, embeddings, vector databases, prompt engineering, structured outputs, function or tool calling, context management, and agentic workflows.
- Experience defining evaluation metrics and building evaluation harnesses using golden datasets, offline evaluations, LLM-as-judge, A/B testing, and human feedback.
- Working knowledge of supervised learning, deep learning, embeddings, transformers, attention, tokenization, context windows, and quantization.
- Experience with LangChain or LangGraph, LlamaIndex, Semantic Kernel, PyTorch, TensorFlow, scikit-learn, Hugging Face, and major model APIs or platforms.
- Strong backend, frontend, API, distributed-systems, performance, observability, and production architecture skills.
- Experience with Python, Node.js, Java, React, Angular, REST, GraphQL, LangSmith, Arize, Weights & Biases, and OpenTelemetry.
- Experience deploying AI systems in AWS, Azure, or GCP using containers, infrastructure-as-code, CI/CD, model or prompt versioning, automated evaluation gates, and safe rollout patterns.
- Practical experience implementing responsible AI controls such as guardrails, PII redaction, prompt-injection mitigation, output validation, and data governance.
- Preferred experience includes ServiceNow or Salesforce integrations, fine-tuning and adaptation, inference optimization, self-hosted model serving, ML data pipelines, feature stores, streaming ingestion, document processing, and regulated-environment deployments.
- Ability to lead technical workshops and architecture reviews with customer stakeholders and travel up to 30%.
Benefits
- Flexible work persona with work arrangements categorized as flexible, remote, or required in office based on role and assigned location.
- Regular employee position in the North America and Canada region.
- Travel of up to 30% may be required for customer-embedded delivery.
Tech Stack
Categories
Forward Deployed
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.