Senior AI Adoption Architect & Escalations Leader

ServiceNow, Inc.; Waltham (MA); Vor Ort; USD 199.000 - 348.000; Vollzeit

Benefits dieser Stelle

Health plans

401(k) Plan with company match

ESP P

Flexible time away plan

Family leave programs

Zusammenfassung

ServiceNow, Inc. is seeking a highly senior Product Success Technical Director – AI Adoption Engineering. The role leads the most challenging agentic escalations, owning path-to-green for at-risk AI deployments and serving as the calm, credible technical voice with customer executives.

You will set architectural direction, drive cross-functional resolution, and elevate team technical excellence through reusable patterns and governance for enterprise-scale AI platforms.

Qualifikationen

• Fifteen+ years in technical leadership spanning enterprise architecture and complex solution delivery.
• Proven success owning and resolving high‑severity, executive‑visible customer escalations.
• Deep expertise architecting and troubleshooting production AI/agentic systems.

Aufgaben

• Own the Hardest Agentic Escalations and resolve high-visibility issues across install base.
• Lead cross-functional resolution efforts with account teams, Product, and Engineering.
• Provide consulting‑grade technical architecture for agentic solutions and governance patterns.
• Set architectural direction for reliable, governable enterprise‑scale AI deployments.
• Mentor engineers and codify reusable escalation playbooks and reference architectures.

Kenntnisse

Escalation management

Executive communication

Architectural design

LLM integration

RAG architecture

Governance

Multi-region delivery

Customer-facing leadership

Tools

Now Assist

AI Agents

Virtual Agent

AI Control Tower

Jobbeschreibung

ServiceNow, Inc. is seeking a highly senior Product Success Technical Director – AI Adoption Engineering. The role leads the most challenging agentic escalations, owning path-to-green for at-risk AI deployments and serving as the calm, credible technical voice with customer executives.

You will set architectural direction, drive cross-functional resolution, and elevate team technical excellence through reusable patterns and governance for enterprise-scale AI platforms.