Description

You will architect end-to-end solutions for Virtual Agent and Agentic AI capabilities within enterprise workflows.

This role is remote.

Responsibilities

• Design scalable, secure, and modular architectures leveraging ServiceNow’s AI features across ITSM, HRSD, and CSM.
• Develop Virtual Agent conversation flows, user journeys, and escalation logic for multi-channel experiences.
• Deploy Agentic AI capabilities to automate workflows and enhance Customer/Employee Experience.
• Design ServiceNow ↔ Telephony/CTI integration architecture, including routing and voice bot handoff.
• Establish AI governance frameworks and define KPIs for VA performance and compliance.

Required Skills

• 8+ years in ServiceNow architecture roles with proven Virtual Agent and AI/ML integration experience.
• Expertise in ServiceNow modules: ITSM, HRSD, and CSM, including Integration Hub.
• Strong knowledge of Agentic AI concepts, conversational design, and CTI integration patterns.
• Experience with ServiceNow CTA, CIS-ITSM, CIS-CSM, and CSA certifications.
• Familiarity with Predictive Intelligence and AI governance frameworks.
• Experience with cloud contact center platforms such as Genesys, Amazon Connect, or Five9.
• Ability to lead multi-region delivery and hybrid onshore/offshore models.

Preferred Skills

• ITIL4 Managing Professional knowledge.

Key Skills

Education

Any Graduate