Senior Solution Architect - ServiceNow

Genesys empowers organizations of all sizes to enhance loyalty and business outcomes by delivering exceptional experiences for customers and employees. With Genesys Cloud, the AI-powered Experience Orchestration platform, businesses can accelerate growth by providing personalized experiences that foster customer loyalty, workforce engagement, and operational efficiency. Join our team of over 6,000 dedicated individuals globally, where you'll have the independence to make a significant impact and take ownership of your work.

We are seeking a Senior Solution Architect for our ServiceNow platform. In this role, you will be responsible for designing, governing, and evolving our enterprise ServiceNow platform to meet complex business needs across multiple functions. You will define the platform vision, translate business requirements into scalable solutions, guide technical implementation, and ensure secure and sustainable delivery of integrations and capabilities.

Key Responsibilities:

Manage the end-to-end architecture of the ServiceNow platform, including data models, integrations, security, performance, and governance.Collaborate with business and IT stakeholders to understand strategic goals, develop roadmaps, and translate requirements into value-driven ServiceNow solutions.Design solutions across multiple ServiceNow products and modules such as ITSM, ITOM, ITAM, CSM, HRSD, CMDB, and Workflow/Flow Designer.Architect and supervise integrations between ServiceNow and external systems, employing IntegrationHub, REST APIs, web services, and other integration patterns.Provide technical leadership across multiple work streams, ensuring adherence to architecture standards and design principles.Guide development and admin teams on design, configuration, coding standards, and optimal use of out-of-the-box capabilities.Establish principles, reference architectures, and guardrails to protect platform integrity and manage technical debt.Review and approve solution designs and implementation approaches for major initiatives, ensuring alignment with platform strategy.Drive performance and scalability improvements through innovative data structures, integrations, and processes.Ensure solutions meet security, privacy, and regulatory requirements in collaboration with security and compliance teams.Lead and mentor managers and technical leads, fostering a high-performing ServiceNow delivery organization.Contribute to and advocate for best practices in SDLC, CI/CD, testing, and release processes, emphasizing automation and quality.Stay informed on the ServiceNow roadmap and best practices, recommending enhancements to maximize platform value.Communicate technical concepts in accessible language to both technical and non-technical stakeholders, including senior leaders.Minimum Requirements:

5+ years of hands-on experience with the ServiceNow platform, focusing on solution design and implementation across multiple modules.Deep understanding of ServiceNow architecture, including data models, CMDB, integration patterns, and platform governance.ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) required; other relevant certifications preferred.Proven experience managing numerous concurrent ServiceNow work streams from inception to delivery.Experience in designing and implementing integrations with external systems utilizing modern technologies.Sound understanding of ITIL processes operationalized within ServiceNow.Familiarity with SDLC and DevOps practices for ServiceNow.Excellent analytical, problem-solving, and communication skills.Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience.Preferred Qualifications:

Experience leading large-scale ServiceNow transformations or multi-year platform roadmaps.Knowledge of platform standards, guardrails, and reference architectures for ServiceNow.Familiarity with modern integration tools and AIOps solutions.Background in agile environments, working closely with product owners and cross-functional teams.Core Competencies:

Strategic thinking with attention to detail in solution design.Customer and business-oriented mindset, emphasizing outcomes.Ability to balance innovation and standardization to manage technical debt.Strong ownership, accountability, and proactive approach in a fast-paced environment.Compensation: This position offers a competitive salary with a range of $128,100.00 - $237,900.00, subject to variation based on experience and qualifications.

Benefits:

Medical, Dental, and Vision Insurance.Telehealth coverage.Flexible work schedules.Development and career growth opportunities.Open Time Off plus 10 paid holidays.401(k) matching program.Adoption Assistance.Fertility treatments.If you require assistance during the application process, please contact us via email for appropriate accommodations. Genesys is an equal opportunity employer committed to workplace fairness. We welcome applicants from diverse backgrounds.