ServiceNow's Digital Technology department is seeking to redefine IT by focusing on transformation, experience, AI-driven automation, innovation, and growth. The Connected Customer Experience (CCX) team aims to create consumer-grade digital experiences and products that leverage the ServiceNow platform to help customers and partners succeed. The Senior Staff AI Architect will be instrumental in building the Connected AI Platform, architecting intelligent, production-ready AI capabilities for personalization, recommendations, semantic searches, and conversational AI across the ServiceNow platform.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 12+ years of experience in AI/ML systems, machine learning architecture, or applied data science, including 3+ years in a senior technical leadership role.
- A track record of delivering production-ready ML systems in areas such as search, NLP, personalization, recommendation, or classification.
- Expertise in ranking models, embeddings, intent recognition, NLU/NLP, and strategies for personalized user experiences.
- Proficiency with machine learning frameworks (e.g., TensorFlow, PyTorch, Hugging Face), orchestration tools (e.g., LangChain), and vector databases (e.g., FAISS, Pinecone, Weaviate).
- Experience with search/retrieval platforms (e.g., Elastic, Vespa, OpenSearch) and conversational systems (e.g., Dialogflow, LLM agents).
- Hands-on experience deploying LLMs, crafting prompts, and building RAG systems in production environments.
Responsibilities
- Design and implement scalable AI/ML systems that enhance personalization, intent recognition, semantic search, and conversational capabilities.
- Take ownership of architecture across real-time (online) and batch (offline) inference systems that support the platform.
- Partner with ML engineers and data architects to ensure effective data pipelines, thoughtful feature design, and seamless model integration.
- Develop reusable AI services, APIs, and tools that support teams in delivering intelligent, data-driven solutions.
- Assess and recommend infrastructure for AI/ML, including feature stores, vector databases, and large language model (LLM) frameworks.
- Guide solution development for GenAI applications, such as retrieval-augmented generation (RAG), prompt workflows, and model fine-tuning.
- Collaborate closely with product, engineering, and platform teams to integrate AI into core workflows and customer experiences.
Other
- Strong communication and collaboration skills, with the ability to connect technical ideas to business needs.
- Support alignment across teams around architectural decisions, balancing scalability, performance, and user-focused design.
- Translate emerging AI capabilities into practical, reliable services that teams can build on with clarity and confidence.
- Design for visibility—enabling performance tracking, feedback loops, and opportunities for continuous improvement.
- Ensure ethical AI practices, data privacy, and security are embedded in every solution and decision.
