ServiceNow Technical Automation Architect

Be the one building AI-powered experiences where they matter most.

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.

Role Overview: (Remote US based)
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, turning high-value opportunities into secure, scalable capabilities that reduce manual work and improve decision-making.

You will influence strategy across product, platform, Security, Legal, Architecture, and business teams while establishing practical standards for how AI interacts with enterprise code, data, workflows, and user information. The role combines hands-on technical depth with enterprise influence, giving you visibility into strategic initiatives and the opportunity to expand your leadership across AI architecture, platform engineering, and automation. At Genesys, you will collaborate across teams with empathy, shared accountability, and an ambition to use AI and automation to create better experiences for employees and customers.

Key Responsibilities:

- 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

Required Qualifications:

- 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

Preferred Qualifications:

- 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

Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$123,300.00 - $216,700.00
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

Click here to view a summary overview of our Benefits.

Working at Genesys

- AI at enterprise scale  – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply
After you apply, here's what you can typically expect:

- Our Talent Acquisition team reviews your application with the hiring team.

- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

- Next, you'll meet the hiring manager and other members of the interview team.

- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Be the one building what's next - where AI, experience and impact come together.

Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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.

Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com .

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.