Senior Staff Solution Architect

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About This Role

ServiceNow is hiring a Senior Staff Solution Architect for its Hyderabad office. This full-time position centers on leading the creation of scalable, intelligent, and impactful solutions within the Connected Customer Experience portfolio. The role demands an experienced professional who can unite product, engineering, platform, data, and AI teams to build seamless digital workflows and personalized customer journeys. The person in this position will handle hands-on architecture duties, blending enterprise SaaS…

Job Description

Responsibilities

• Design secure, scalable, and compliant end-to-end solutions combining platform capabilities with intelligent data-driven features for customer experience applications
• Establish architecture patterns for API-driven services, platform extensions, integrations, and workflows aligned with security and platform rules
• Drive the progression of architectural standards, assess frameworks and tools, and collaborate with product and engineering leaders to turn business needs into technical designs
• Architect AI/ML features encompassing conversational AI, personalization, recommendations, and semantic search
• Create unified data architectures that connect customer signals across multiple touchpoints using data lakes, real-time pipelines, analytical products, and warehouses
• Implement governance frameworks covering privacy, data quality, compliance with GDPR and CCPA, and pipeline integration
• Formulate architecture standards for performance monitoring, model observability, and continuous learning feedback loops
• Develop multi-year architectural roadmaps, lead reviews and governance processes, and guide critical modeling choices
• Translate complex designs into secure, accessible services that emphasize operational excellence, performance, and observability while mentoring other engineers and architects

Requirements

• Familiarity with leveraging or evaluating how to integrate artificial intelligence into decision-making, work processes, or problem-solving
• Over 15 years of professional background in enterprise software architecture, technical leadership, or solution design
• Extensive experience with enterprise SaaS platforms and CRM systems
• Demonstrated ability in designing production-grade solutions for customer service, CRM, digital workflows, or customer experience platforms
• Thorough expertise in event-driven architectures, microservices, API-first design, security best practices, and cloud-native technologies
• Extensive knowledge of AI/ML systems including hands-on work with NLP/NLU, semantic search, conversational AI, and personalization
• Background in data platform architecture covering ETL/ELT pipelines, data modeling, streaming, data governance, and data warehouses such as BigQuery, Snowflake, and Databricks
• Familiarity with data processing tools like Airflow, dbt, and Spark, alongside ML frameworks including PyTorch, Hugging Face, and TensorFlow
• Strong communication skills with the capability to influence stakeholders within matrixed and cross-functional global settings

Qualifications

• Experience working with the ServiceNow platform and scaling its capabilities via custom applications or intelligent services
• Profound knowledge of CRM platforms including Microsoft Dynamics, Salesforce, and ServiceNow CSM alongside customer experience ecosystems
• Background focused on customer journey orchestration, recommendation engines, or tailored digital experiences within large-scale SaaS environments
• Practical experience with vector databases, RAG, prompt engineering, and LLM integration for GenAI use cases
• Familiarity with DevOps practices and CI/CD pipelines across global, matrixed organizations

Core Skills

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