ServiceNow · 3 hours ago
Technical Architect, NOW Engage Platform
Dallas, TX
Full-time
Hybrid
Senior Level
6+ years expServiceNow is a global market leader in innovative AI-enhanced technology, and they are seeking a Technical Architect for the NOW Engage Platform. This role is responsible for designing and maintaining a unified customer engagement platform while ensuring architectural integrity and development quality throughout the delivery lifecycle.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Design scalable ServiceNow solutions that meet business needs and follow best practices
Manage single-instance, multi-tenant NOW Engage architecture, ensuring data isolation, access control, and easy onboarding
Develop technical design documents, diagrams, and specs for development teams and vendors
Solution and recommend ServiceNow features, customizations, or third-party integrations that best fit requirements
Work with the Business Analyst to confirm requirements, suggest alternatives, and align on business and technical constraints
Experience deploying ServiceNow applications across CSM, SPM, and other suites, data models and workflows
Design custom ServiceNow apps for unique NOW Engage needs beyond OOTB
Architect integrations between NOW Engage and external systems via REST APIs, MID Servers, and Integration Hub
Develop secure, scalable API frameworks for AI agents and integrations to access NOW Engage data
Manage platform performance, scalability, and technical debt as usage expands
Oversee platform upgrades and releases with Digital Technologies to reduce service disruptions
Work with the AI Delivery Solutions team to launch new AI products and ensure smooth integration
Track ServiceNow’s AI/GenAI advancements and assess use of native and third-party AI features
Lead scrum teams in architectural choices, code reviews, and technical troubleshooting
Ensure user stories are organized, dependencies identified, acceptance criteria defined, clear and technically complete, collaborating with Business Analyst(s)
Assign stories based on skill set and maintain architectural consistency
Uphold coding best practices, standards, and governance through regular reviews
Supervise QA processes including unit, integration, and performance testing for high quality
Establish technical standards and guidelines for all work on the NOW Engage
Ensure NOW Engage architecture, hosting, and integrations comply with ServiceNow IT standards and security requirements by working with Digital Technologies (DT)
Collaborate with Data Privacy and Legal teams to design data handling that meets GDPR, CCPA, and other regulatory standards
Coordinate with Core Business Systems to enable accurate and efficient data exchange between NOW Engage and enterprise systems
Align with Global PMO to enforce methodology, compliance, and governance through automation in NOW Engage
Participate in internal architecture reviews and technical governance forums to keep platform strategy consistent
Clearly explain technical concepts and decisions to executives and non-technical stakeholders using business language
Provide leadership with concise options and recommendations for architectural decisions, analyzing performance, cost, and risk
Advise on feasibility and effort estimates for roadmap features to support effective prioritization
Monitor performance metrics to detect and resolve bottlenecks, scalability issues, and risks proactively
Design and Implement automated testing, CI/CD pipelines, and deployment automation to speed up safe releases
Conduct post-incident reviews and root cause analysis, applying measures to prevent recurrence
Maintain comprehensive platform documentation, including architecture diagrams, runbooks, operation procedures, and disaster recovery plans
Qualification
Required
6-10+ years of ServiceNow platform experience, including development, administration, and architecture
Extensive knowledge of ServiceNow products such as CSM, SPM, ITSM, ITOM, or similar enterprise workflows
Expertise in building custom ServiceNow apps with advanced data models, rules, workflows, UI, and API integration
Strong coding skills in JavaScript, AngularJS, Jelly, REST/SOAP APIs, Integration Hub, UI Builder, performance and platform analytics
Skilled in designing complex integrations between ServiceNow and external systems using APIs, web services, and middleware
Experience optimizing platform scalability and performance for high-availability architectures
Knowledge of multi-tenant architecture, data isolation, access control, domain separation, and security best practices
Excellent ability to clearly communicate technical concepts to non-technical audiences
Preferred
ServiceNow CTA certification
ServiceNow CIS certifications in multiple areas (e.g., CSM, SPM, ITSM)
ServiceNow CAD certification for advanced development
Consulting or professional services experience; knowledge of delivery methodologies like NowCreate, Agile, SAFe
Understanding of AI/GenAI integrations, API design for AI, and autonomous workflow platforms
Leadership of scrum teams in Agile environments; expertise in sprint planning and iterative development
Experience collaborating with external vendors, setting technical standards, and managing deliverables
Familiarity with ServiceNow Partner ecosystem; platform design for internal/external users
Knowledge of cloud infrastructure, containerization, CI/CD pipelines, and DevOps
Prior experience implementing platforms that enforce methodology compliance (CMMI, ITIL, project management frameworks) through workflow automation
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
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