Senior AI Adoption Architect & Escalation Lead

ServiceNow; Waltham (MA); On-site; USD 199,000 - 348,000; Full time

Job summary

ServiceNow is seeking a senior technical leader for the AI Adoption Engineering team as a Product Success Technical Director. You will own the hardest agentic escalations, guiding cross‑functional resolution with account teams, Product, and Engineering under a single technical plan.

You will serve as the calm, credible voice when executives seek confidence in deployments and provide consulting‑grade architecture across LLM, RAG, and guardrails.

Qualifications

• 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer‑facing escalation resolution.
• Deep, hands‑on expertise architecting and troubleshooting production AI/agentic systems: LLM integration, RAG, multi‑agent orchestration, prompt and guardrail design, reliability/evaluation.
• Demonstrated success owning and resolving high‑severity, executive‑visible customer escalations.
• Strong executive presence, with the ability to rebuild customer trust and lead a room during a crisis.
• Proven ability to influence without authority across Product, Engineering, field, and customer executive stakeholders.
• A track record of turning complex engagements into reusable frameworks, playbooks, or reference architectures.

Responsibilities

• Own the Hardest Agentic Escalations and drive path‑to‑green for at‑risk go‑lives.
• Lead cross‑functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
• Serve as the calm, credible technical voice with customer executives when deployment confidence is at stake.
• Provide Consulting‑Grade Technical Architecture for agentic solutions (LLM, RAG, multi‑agent orchestration, guardrails).
• Advise customers and field teams on best‑practice patterns to de‑risk adoption before production.
• Set architectural direction for reliable, governable agentic AI at enterprise scale.
• Elevate team technical excellence and mentor engineers toward higher standards.
• Act as strategic conduit between field escalations and Product/Engineering.
• Collaborate with Product and Engineering to stress‑test capabilities and shape roadmap.

Skills

Escalation leadership

Enterprise architecture

Agentic AI architecture

Executive communication

Cross-functional leadership

Go-live deployment

Mentoring engineers

Reference architectures

Job description

ServiceNow is seeking a senior technical leader for the AI Adoption Engineering team as a Product Success Technical Director. You will own the hardest agentic escalations, guiding cross‑functional resolution with account teams, Product, and Engineering under a single technical plan.

You will serve as the calm, credible voice when executives seek confidence in deployments and provide consulting‑grade architecture across LLM, RAG, and guardrails.