[Hiring] ServiceNow Technical Automation Architect @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. This role will shape how Genesys uses ServiceNow, generative AI, and intelligent automation to simplify shared services, accelerate platform delivery, and improve employee experiences at enterprise scale. As the technical architect for automation, you will own the end-to-end architecture and enablement of AI-powered solutions across the ServiceNow ecosystem.

• Own the end-to-end technical architecture for ServiceNow automation and GenAI initiatives.
• Drive enterprise adoption of GenAI by identifying high-value use cases.
• Enable developers, business systems analysts, and architects to use AI tools effectively.
• Design scalable process automation using ServiceNow capabilities.
• Transform platform delivery through AI-assisted development practices.
• Architect and support integrations connecting AI tools and enterprise applications.
• Partner with Security, Legal, Architecture, and platform stakeholders for responsible AI use.
• Evaluate emerging GenAI technologies and influence build-versus-adopt decisions.
• Strengthen operational resilience by automating workflows and diagnosing failures.
• Maintain reusable architecture patterns, technical standards, and documentation.

Qualifications

• Deep technical expertise with the ServiceNow platform and its modules.
• Strong software development expertise in JavaScript and proficiency in another programming language.
• Hands-on experience designing and implementing GenAI-enabled automation.
• Demonstrated experience designing scalable automation architectures.
• Strong background in CI/CD and modern software engineering practices.
• Advanced experience designing and supporting REST API integrations.
• Working knowledge of Okta and identity management concepts.
• Demonstrated ability to troubleshoot complex automation and integration failures.
• Strong communication and stakeholder management skills.
• Experience establishing technical standards and governance practices.

Requirements

• Experience integrating or supporting Genesys Cloud within an enterprise technology ecosystem.
• ServiceNow certifications such as CSA, CAD, or CIS.
• Experience implementing ServiceNow AI capabilities.
• Experience operating within a federated, global, or shared services technology model.
• Proven track record of introducing and scaling new technologies.

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work from home opportunities.
• Development and career growth opportunities.
• Open Time Off in addition to 10 paid holidays.
• 401(k) matching program.
• Adoption Assistance.
• Fertility treatments.