- Company: ServiceNow
- Location: Hyderabad, Telangana, India
- Job type: Full-time
About the role
ServiceNow is seeking a Senior Staff Solution Architect to lead the design and delivery of scalable, intelligent solutions across the Connected Customer Experience portfolio. This is a senior-level, hands-on architecture role focused on enabling seamless digital workflows and integrating platform capabilities with AI/ML and data-driven insights. You will work at the intersection of product, engineering, platform, data, and AI teams to architect solutions that enhance user experience and drive measurable business outcomes.
Responsibilities
- Architect scalable, secure, and compliant end-to-end solutions integrating platform capabilities with intelligent data-driven features.
- Define architecture patterns for workflows, integrations, platform extensions, and API-driven services aligned with security and platform standards.
- Architect AI/ML capabilities for personalization, recommendations, semantic search, and conversational AI.
- Design unified data architecture bringing together customer signals across touchpoints, including data lakes, warehouses, and real-time pipelines.
- Establish governance frameworks for data quality, privacy, security, and compliance (GDPR, CCPA).
- Define multi-year architectural roadmaps and lead architectural reviews and governance processes.
- Mentor architects and senior engineers while providing thought leadership on emerging technologies.
Requirements
- 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 the ability to influence stakeholders across cross-functional, matrixed global organizations.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
Pay and benefits
The job ad does not specify a salary range. ServiceNow offers a high-impact role shaping customer experience architecture within one of the world’s leading enterprise platforms, with the opportunity to define architectural strategies for mission-critical applications serving millions of users. The company fosters a collaborative, innovation-focused culture with organizational influence and visibility to senior leadership. ServiceNow is an equal opportunity employer and provides flexible work personas (flexible, remote, or required in office) depending on the nature of the work and assigned location.
How to apply
Apply directly on ServiceNow’s own careers website. Omadaily never charges job seekers.
