Principal Agentic AI Platform Architect

ServiceNow; Santa Clara (CA); On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

401(k) with company match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a Principal Forward Deployed Engineer to lead the technical direction of the FDE group within CRM & Industry Engineering. You will analyze customer AI use cases, design agentic AI solutions on the ServiceNow platform, and deploy them into production.

You will be the senior technical voice, shaping solution architecture, standards, and deployment patterns across engagements while ensuring security, reliability, and customer outcomes.

Qualifications

• Proven ability to deliver production software and AI solutions for customers.
• Ability to set multi-engagement technical strategy and architecture standards.
• Experience coaching engineers and raising delivery capability across teams.
• Strong communication with customers, executives, and technical audiences.

Responsibilities

• Analyze customer use cases and translate into agentic AI use cases with clear success criteria.
• Architect agentic AI solutions on the ServiceNow platform with reusable patterns and guardrails.
• Deploy solutions into production and validate behavior against customer intent.
• Set technical direction and standards for the forward-deployed engineering group.
• Serve as trusted technical advisor in customer conversations and executive discussions.
• Ensure deployed agents are secure, reliable, and monitored with rollback plans.
• Lead the FDE group technically, unblocking difficult problems and raising standards.
• Feed field learnings back into product and engineering to improve the platform.

Skills

Customer-facing delivery

Agentic AI

Solution architecture

Cross-team leadership

Stakeholder communication

Security & reliability

Technical leadership

Education

Bachelors in CS/Software Engineering or related field

Tools

ServiceNow platform

Job description

ServiceNow is seeking a Principal Forward Deployed Engineer to lead the technical direction of the FDE group within CRM & Industry Engineering. You will analyze customer AI use cases, design agentic AI solutions on the ServiceNow platform, and deploy them into production.

You will be the senior technical voice, shaping solution architecture, standards, and deployment patterns across engagements while ensuring security, reliability, and customer outcomes.