Senior Developer

Westjet-Airline; Calgary; On-site; CAD 120,000 - 160,000; Full time

Job summary

WestJet is seeking a Senior ServiceNow Developer to join the Contact Centre & Guest Experience pod. You will design, develop, integrate, and support guest-facing solutions across digital, assisted, and AI-enabled channels.

You will work with Product Owners, Business Analysts, Solution Architects, and stakeholders to deliver scalable, automated experiences that improve agent efficiency and guest satisfaction, while mentoring colleagues.

Qualifications

• Extensive experience designing and developing on the ServiceNow platform.
• Experience with customer-facing workflows and AI-enabled channels.
• Ability to design scalable integrations and automation.

Responsibilities

• Lead technical design decisions for guest engagement capabilities.
• Mentor junior developers within the pod.
• Collaborate with product owners, business analysts and solution architects to define requirements.
• Develop and maintain scalable integrations between ServiceNow and external systems.
• Drive automation to improve guest and agent experiences.

Skills

ServiceNow development

Integrations

Platform engineering

Mentoring

Job description

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

The Contact Centre & Guest Experience pod delivers and supports capabilities including:

• 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.