ServiceNow Technical Automation Architect

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

• →Own the end-to-end technical architecture for ServiceNow automation and GenAI initiatives, translating business opportunities into secure, scalable solutions that reduce manual effort and improve service delivery
• →Drive enterprise adoption of GenAI by identifying high-value use cases, partnering with product owners and platform teams to move concepts into production, and establishing metrics that demonstrate adoption and business value
• →Enable developers, business systems analysts, and architects to use Claude, Cursor, GPT, prompting, agents, and reusable AI patterns effectively within their daily development and platform workflows
• →Design scalable process automation using ServiceNow Flow Designer, scripting, IntegrationHub, Now Assist, AI agents, and related platform capabilities, selecting the appropriate approach based on complexity, maintainability, security, and scale
• →Transform platform delivery through AI-assisted development, code review, automated test generation, documentation, CI/CD, UAT, and Automated Test Framework practices that improve release velocity and reduce defects
• →Architect and support integrations connecting AI tools and enterprise applications with ServiceNow through REST APIs, MCP servers, IntegrationHub, and other integration patterns, with resilient error handling, retries, observability, and alerting
• →Partner with Security, Legal, Architecture, and platform stakeholders to establish governance and guardrails for responsible AI use, including standards for access to platform code, enterprise data, and user information
• →Evaluate emerging GenAI technologies and ServiceNow AI capabilities, including Now Assist and agentic automation, and influence build-versus-adopt decisions based on enterprise value, risk, scalability, and platform strategy
• →Strengthen operational resilience by automating triage, health checks, monitoring, and support workflows, diagnosing complex automation, integration, AI output, and pipeline failures, and implementing preventive improvements
• →Maintain reusable architecture patterns, technical standards, runbooks, and documentation that enable automation capabilities to scale consistently across processes, business units, and regions

• Deep technical expertise with the ServiceNow platform and its modules, including JavaScript scripting, scoped applications, Flow Designer, IntegrationHub, Now Assist, and Automated Test Framework
• Strong software development expertise in JavaScript and proficiency in at least one additional programming language, such as Python
• Hands-on experience designing and implementing GenAI-enabled automation using tools such as Claude, Cursor, and GPT, with strong knowledge of prompt engineering, agent design, and Model Context Protocol (MCP)
• Demonstrated experience designing scalable automation architectures across enterprise workflows, platforms, or shared services environments
• 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 practices
• Working knowledge of Okta and identity and access management concepts relevant to enterprise integrations
• Demonstrated ability to troubleshoot complex automation, AI, integration, and delivery pipeline failures, identify root causes, and design sustainable corrective actions
• Strong communication and stakeholder management skills, with the ability to explain AI and technical architecture to non-technical audiences and influence adoption across technical and business teams
• Experience establishing technical standards, reusable architecture patterns, governance practices, or guardrails for enterprise platforms and emerging technologies

• Experience integrating or supporting Genesys Cloud within an enterprise technology ecosystem
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS)
• Experience implementing ServiceNow AI capabilities, including Now Assist or agentic automation
• Experience operating within a federated, global, or shared services technology model
• Proven track record of introducing and scaling new technologies across a large enterprise organization

Employee Referral

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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