Senior AI Adoption Architect & Escalations Lead

SmartRecruiters, Inc.; Waltham (MA); Hybrid; USD 199,000 - 348,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Family leave programs

Job summary

ServiceNow is seeking a Senior Product Success Technical Director – AI Adoption Engineering to lead the most challenging agentic escalations, shape architectural decisions, and partner with Product and Engineering to harden AI deployments at enterprise scale.

You will be the senior technical authority, calm under pressure, and an advocate for reliable, governable AI across the customer base while mentoring teams and elevating technical standards.

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 lead cross-functional resolution efforts.
• Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
• Provide Consulting-Grade Technical Architecture for agentic solutions.
• Advise customers and field teams on best-practice patterns to de-risk agentic adoption before production.
• Set the architectural direction for reliable, governable agentic AI at enterprise scale.
• Elevate Team Technical Excellence and mentor engineers toward a high bar.
• Close the Loop to Product by feeding escalations into roadmap and product improvements.

Skills

Executive presence

Escalation leadership

Technical architecture

AI/Agentic systems

LLM integration

RAG

Stakeholder management

Tools

Now Assist

AI Agents

Virtual Agent

AI Control Tower

Job description

ServiceNow is seeking a Senior Product Success Technical Director – AI Adoption Engineering to lead the most challenging agentic escalations, shape architectural decisions, and partner with Product and Engineering to harden AI deployments at enterprise scale.

You will be the senior technical authority, calm under pressure, and an advocate for reliable, governable AI across the customer base while mentoring teams and elevating technical standards.