Agentic AI Escalations Architect

SmartRecruiters, Inc.; San Diego (CA); Hybrid; USD 199,000 - 348,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

matching donations

flexible time away plan

family leave programs

Job summary

ServiceNow in the United States is seeking a seasoned technical architect and escalation leader to join the AI Adoption Engineering team. You will own the hardest agentic escalations, resolve high-visibility deployments, and partner with account teams, Product, and Engineering under a single technical plan.

You’ll set architectural direction for reliable, governable agentic AI at enterprise scale, mentor engineers, codify playbooks, and translate field learnings into scalable patterns.

Qualifications

• Must diagnose and resolve complex production agentic AI systems.
• Design resilient agentic architectures including LLM integration, RAG, and governance.
• Communicate effectively with executives during high-stakes escalations.

Responsibilities

• Own the hardest agentic escalations and drive path-to-green for at-risk go-lives.
• Lead cross-functional resolution efforts with account teams, Product, and Engineering.
• Provide consulting-grade technical architecture for Now Assist, AI Agents, and governance patterns.
• Mentor engineers and codify reusable escalation playbooks and reference architectures.
• Partner with Product and Engineering to stress-test capabilities and inform the roadmap.

Skills

Root-cause diagnosis

Architectural design

Executive communication

Escalation playbooks

Team coaching

Tools

LLM integration

RAG

Multi-agent orchestration

Job description

ServiceNow in the United States is seeking a seasoned technical architect and escalation leader to join the AI Adoption Engineering team. You will own the hardest agentic escalations, resolve high-visibility deployments, and partner with account teams, Product, and Engineering under a single technical plan.

You’ll set architectural direction for reliable, governable agentic AI at enterprise scale, mentor engineers, codify playbooks, and translate field learnings into scalable patterns.