4 days ago
Base Salary
$123k - $217k/yr
Responsibilities
- Own end-to-end technical architecture for ServiceNow automation and GenAI initiatives, translating business opportunities into secure and scalable solutions.
- Drive enterprise adoption of GenAI by identifying use cases, moving concepts into production, and measuring business value.
- Enable developers, business systems analysts, and architects to use Claude, Cursor, GPT, prompting, agents, and reusable AI patterns.
- Design ServiceNow process automation using Flow Designer, scripting, IntegrationHub, Now Assist, AI agents, and related platform capabilities.
- Improve platform delivery through AI-assisted development, code review, automated test generation, documentation, CI/CD, UAT, and Automated Test Framework practices.
- Architect and support AI and enterprise-application integrations with ServiceNow using REST APIs, MCP servers, IntegrationHub, resilient error handling, retries, observability, and alerting.
- Establish responsible AI governance and guardrails for access to platform code, enterprise data, and user information in partnership with Security, Legal, Architecture, and platform stakeholders.
- Evaluate emerging GenAI and ServiceNow AI capabilities and influence build-versus-adopt decisions.
- Automate triage, health checks, monitoring, and support workflows while diagnosing failures and implementing preventive improvements.
- Maintain reusable architecture patterns, technical standards, runbooks, and documentation for global enterprise-scale automation.
Requirements
- Deep expertise with ServiceNow modules and capabilities including JavaScript scripting, scoped applications, Flow Designer, IntegrationHub, Now Assist, and Automated Test Framework.
- Strong JavaScript development expertise and proficiency in at least one additional programming language such as Python.
- Hands-on experience designing and implementing GenAI-enabled automation with tools such as Claude, Cursor, and GPT, including prompt engineering, agent design, and Model Context Protocol.
- Experience designing scalable automation architectures across enterprise workflows, platforms, or shared services.
- Strong background in CI/CD, source control, automated testing, release automation, and modern software engineering practices.
- Advanced experience designing and supporting REST API integrations, including authentication, error handling, retries, monitoring, observability, and integration security.
- Working knowledge of Okta and enterprise identity and access management concepts.
- Experience troubleshooting complex automation, AI, integration, and delivery pipeline failures and designing sustainable corrective actions.
- Strong communication and stakeholder management skills, including explaining technical architecture and AI concepts to non-technical audiences.
- Experience establishing technical standards, reusable architecture patterns, governance practices, or guardrails.
- Preferred: experience with Genesys Cloud, ServiceNow certifications such as CSA, CAD, or CIS, ServiceNow AI capabilities, federated or global technology models, and scaling new technologies across large enterprises.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities; the role is remote US based.
- Development and career growth opportunities, including mentorship, learning programs, leadership development, and education support.
- Open Time Off plus 10 paid holidays.
- 401(k) matching program.
- Adoption assistance and fertility treatments.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored family programs.
Tech Stack
Categories
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.