Principal AI Forward Deployed Engineer
ServiceNow1 day ago
Base Salary
$221k - $387k/yr
Responsibilities
- Analyze customer business processes, data, and goals and translate them into well-scoped agentic AI use cases with measurable success criteria.
- Design agentic AI solutions on the ServiceNow platform, including agent workflows, integrations, data and context design, and guardrails.
- Build, configure, integrate, validate, and deploy solutions into customer production environments.
- Define technical strategy, reference architectures, reusable deployment patterns, and solution accelerators across engagements.
- Act as a senior technical advisor in customer working sessions and executive discussions.
- Verify agent correctness, security, reliability, edge cases, failure modes, prompt-injection risks, and data-leakage risks.
- Implement production monitoring and rollback for behavioral drift.
- Provide architectural direction, technical review, mentorship, and leadership to the Forward Deployed Engineering group.
- Feed recurring customer use cases, platform gaps, and field learnings back to product and engineering teams.
Requirements
- Demonstrated experience designing, deploying, and operating production software and AI solutions in customer-facing settings.
- Extensive experience in forward-deployed engineering, professional services, solution architecture, or comparable customer delivery roles.
- Hands-on experience designing and operating autonomous agent systems involving planning, tool invocation, memory, context design, and guardrails.
- Working knowledge of LLM behavior, evaluation, and production failure modes; this is not an AI research or foundation-model role.
- Expert-level system design and experience defining architectural patterns across multiple customer engagements.
- Knowledge of security and reliability risks in AI-integrated systems, including least-privilege controls, monitoring, and rollback.
- Excellent communication and stakeholder skills for influencing technical and executive customer audiences.
- A record of leading and coaching engineers and establishing reusable technical standards.
- Bachelor's degree in computer science, software engineering, or a related technical field, or equivalent practical experience.
- Required experience is 15 years with a bachelor's degree, 12 years with a master's degree, 8 years with a PhD, or equivalent experience.
- Knowledge of the ServiceNow platform and CRM and Industry domains such as sales automation, CPQ, customer service, and field service is preferred.
- Advanced degrees or relevant certifications are preferred but do not substitute for demonstrated ability to deliver reliable AI solutions.
Benefits
- Base pay plus equity when applicable, variable or incentive compensation, and benefits.
- Health plans including flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- Flexible or remote work persona depending on assigned location and role eligibility.
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.