Senior Developer

WestJet; Calgary; On-site; CAD 110,000 - 145,000; Full time

Benefits offered by this job

Travel privileges

Competitive total rewards package

Friendly culture

Job summary

WestJet in Calgary is seeking a Senior ServiceNow Developer to design, develop, integrate, and support guest-facing solutions across digital, assisted, and AI-enabled channels. You will work with Product Owners, Business Analysts, and partners to deliver scalable, automation-driven experiences that improve agent efficiency and guest satisfaction.

As a technical leader in the Contact Centre & Guest Experience pod, you will mentor other developers, drive architectural decisions, and help

Qualifications

• Senior ServiceNow Developer with strong hands-on development experience.
• Proven ability to design and implement complex guest-facing workflows.
• Experience mentoring peers and leading technical design decisions.

Responsibilities

• Design, develop, integrate, and support ServiceNow solutions for guest interactions.
• Lead technical design decisions and mentor other developers in the pod.
• Collaborate with product owners, analysts, and partners to scale automation.
• Advance platform capabilities across CSM, AI Voice, and orchestration.

Skills

ServiceNow development

CSM & case management

AI voice &Virtual Agent

System integrations

Team leadership

Tools

ServiceNow Platform

Job description

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

Overview of Role

The Senior ServiceNow Developer is a senior technical contributor within the Contact Centre & Guest Experience pod of the ServiceNow Platform team. This role is responsible for designing, developing, integrating, and supporting solutions that improve how guests interact with WestJet across digital, assisted, and AI-enabled channels. Working closely with Product Owners, Business Analysts, Solution Architects, Contact Centre stakeholders, and platform partners, the Senior Developer delivers capabilities that enhance the guest experience, increase automation, improve agent efficiency, and support scalable growth. The successful candidate combines strong ServiceNow development expertise with a deep understanding of customer-facing workflows, integrations, conversational AI, and enterprise platform engineering. They are expected to lead technical design decisions, mentor other developers, and help shape the future of guest engagement capabilities on the platform.

Pod Focus Areas

• ServiceNow Customer Service Management (CSM)
• AI Voice
• Virtual Agent and conversational experiences
• Case management and fulfilment workflows
• Knowledge and self-service experiences
• Workflow automation and orchestration
• Customer experience analytics and insights

What Success Looks Like

A Successful Senior Developer In This Role

• Delivers complex guest-facing solutions with minimal oversight.
• Designs scalable integrations between ServiceNow and customer engagement platforms.
• Creates intelligent automation that improves both guest and employee experiences.
• Balances delivery speed with platform sustainability and maintainability.
• Acts as a technical leader within the pod and elevates the capabilities of the broader development team.
• Identifies opportunities to improve the guest journey beyond the immediate requirements presented.
• Helps establish the ServiceNow platform as a strategic enabler of guest experience transformation across WestJet.

The Benefits Of Being a WestJetter

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

About WestJet Group Of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network