Senior Staff Solution Architect

Job Description

ServiceNow is seeking a Sr Staff Solution Architect to lead the design and delivery of scalable, intelligent, and high-impact solutions across the Connected Customer Experience portfolio. This is a senior-level, hands-on architecture role focused on enabling seamless digital workflows, integrating platform capabilities with AI/ML and data-driven insights, and ensuring technical excellence across customer-facing applications.

You will work at the intersection of product, engineering, platform, data, and AI teams to architect solutions that enhance user experience, deliver personalized customer journeys, and drive measurable business outcomes. The ideal candidate has deep expertise in enterprise SaaS architecture, CRM systems, solution design, AI/ML integration, and data platform engineering within Digital Technology (DT) environments.

Key Responsibilities

Solution Architecture & Design

• Architect scalable, secure, and compliant end-to-end solutions integrating platform capabilities with intelligent data-driven features across customer experience applications.
• Define architecture patterns for workflows, integrations, platform extensions, and API-driven services that extend ServiceNow capabilities while ensuring alignment with security and platform standards.
• Lead evolution of architectural standards, evaluate tools and frameworks, and partner with product and engineering leaders to translate business requirements into technical designs.

AI/ML & Data Platform

• Architect AI/ML capabilities for personalization, recommendations, semantic search, and conversational AI with service layers that enable easy consumption by product teams.
• Design unified data architecture bringing together customer signals across touchpoints, including data lakes, warehouses, real-time pipelines, and analytical products.
• Establish governance frameworks for data quality, privacy, security, and compliance (GDPR, CCPA) while ensuring data readiness and pipeline integration.
• Define architecture for model observability, performance monitoring, and continuous learning feedback loops.

Technical Strategy & Leadership

• Define multi-year architectural roadmaps and lead architectural reviews, governance processes, and critical modeling decisions across product verticals.
• Translate complex designs into accessible, secure services ensuring observability, performance, and operational excellence while mentoring architects and senior engineers.
• Provide thought leadership on emerging technologies and foster a culture of technical excellence.

Qualifications

To be successful in this role you have

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years in enterprise software architecture, solution design, or technical leadership with significant CRM and enterprise SaaS platform experience.
• Proven track record designing production-grade solutions across customer service, digital workflows, CRM, or customer experience platforms.
• Deep expertise in microservices, event-driven architectures, API-first design, cloud-native technologies, and security best practices.
• Strong understanding of AI/ML systems with hands-on experience in personalization, NLP/NLU, semantic search, or conversational AI.
• Experience with data platform architecture including data modeling, ETL/ELT pipelines, streaming, data warehouses (Snowflake, BigQuery, Databricks), and data governance.
• Familiarity with ML frameworks (TensorFlow, PyTorch, Hugging Face), MLOps tools, and data processing tools (Spark, dbt, Airflow).
• Excellent communication skills with ability to influence stakeholders across cross-functional, matrixed global organizations.

Preferred Qualifications

• Experience with ServiceNow platform and extending its capabilities through custom applications or intelligent services.
• Deep understanding of CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow CSM) and their integration with customer experience ecosystems.
• Background in customer journey orchestration, personalized digital experiences, or recommendation engines in large-scale SaaS environments.
• Hands-on experience with LLM integration, prompt engineering, RAG, and vector databases for GenAI applications.
• Familiarity with CI/CD pipelines, DevOps practices, and experience in global, matrixed organizations.

What We Offer

• A high-impact role shaping customer experience architecture within one of the world's leading enterprise platforms.
• The opportunity to define architectural strategies for mission-critical applications serving millions of users.
• A collaborative, innovation-focused culture with organizational influence and visibility to senior leadership.