Job Summary

AI Solution Architect to lead the architecture and delivery of Service Desk and Digital Workplace (DWP) automation solutions using RPA, Agentic AI, and Voice AI. This role will oversee end-to-end solution design and implementation across ITSM (ServiceNow), workplace platforms, and enterprise systems, while leading development teams and engaging directly with customers and executives. The ideal candidate has 10–14 years of overall experience, strong Digital Employee Experience (DEX) exposure, and a proven ability to solve problems at enterprise scale.

Key Responsibilities

• Own the solution architecture for Service Desk and Workplace automation initiatives spanning RPA, agentic workflows, and Voice AI.
• Design and implement AI applications (assistants/agents/copilots) for IT support use cases such as ticket deflection, auto-triage, knowledge retrieval, incident resolution, and proactive support.
• Architect integrations across ServiceNow ITSM, enterprise tools, and workplace platforms using APIs, JSON, Python, and event-driven patterns.
• Lead end-to-end automation programs: discovery → solution design → build → test → deployment → adoption and continuous improvement.
• Define and govern AI/automation architecture standards: patterns, reusable components, security, scalability, monitoring, and cost optimization.
• Provide technical leadership to cross-functional teams (AI engineers, RPA developers, backend engineers, platform admins).
• Collaborate with stakeholders to define use cases, ROI, KPIs, success metrics, and adoption strategy.
• Drive DEX outcomes by aligning automations with employee experience metrics (friction removal, time saved, satisfaction, productivity).
• Create executive-ready artifacts: architecture diagrams, solution proposals, business cases, roadmaps, and customer presentations.
• Ensure solutions meet enterprise requirements for security, compliance, data privacy, resiliency, and performance.

Required Qualifications

• 10–14 years of overall IT experience with demonstrated progression into architecture/technical leadership roles.
• Strong experience designing solutions for Service Desk / IT Operations / Digital Workplace domains.
• Hands-on expertise in building AI applications (LLM-based apps, AI agents, orchestration, prompt/workflow design, tool/function calling, retrieval/RAG concepts).
• Strong working knowledge of ServiceNow ITSM (Incident, Request, Knowledge, CMDB, Virtual Agent/integrations preferred).
• Experience implementing automations using:
• RPA (UiPath / Automation Anywhere / Power Automate or equivalent)
• Agentic AI (multi-step workflows, tool use, integrations, guardrails)
• Voice AI (speech-to-text, text-to-speech, conversational IVR/contact-center style flows)
• Strong engineering fundamentals and integration skills:
• APIs (REST), Python, JSON, authentication/authorization (OAuth, tokens), webhook/event patterns.
• Proven experience leading a development team (technical leadership, task planning, code reviews, delivery ownership).
• Strong customer-facing skills, ability to run workshops, discovery sessions, and translate requirements into architecture.
• Excellent executive communication and presentation skills with ability to influence senior stakeholders.
• Demonstrated ability to solve problems at scale (high volume ticket environments, multi-geo operations, complex enterprise integrations).

Preferred Qualifications

• Experience managing or delivering projects in DWP (Digital Workplace Platform) domain (preferred).
• Strong DEX experience (e.g., Nexthink, 1E, Aternity, Microsoft Endpoint analytics, or equivalent) and aligning automations to DEX KPIs.
• Exposure to ITOM/AIOps concepts (monitoring → correlation → automation).
• Familiarity with enterprise deployment patterns (cloud/hybrid), observability, and operational readiness for AI systems.
• Certifications (nice to have): ServiceNow, cloud (Azure/AWS/GCP), RPA certifications, AI/ML certifications.

Key Skills & Competencies

• Solution Architecture | Enterprise Integration | ITSM Automation
• Agentic AI | LLM Apps | Workflow Orchestration | RAG (preferred)
• RPA + AI hybrid automation | Voice AI design
• API-first architecture | Python | JSON | System design
• Stakeholder management | Customer consulting | Exec storytelling
• Delivery leadership | Team leadership | Agile execution

Experience Level

• 10–14 years overall experience
• Prior experience leading delivery teams and managing complex enterprise programs strongly preferred

Key Responsibilities

Skill Requirements

Other Requirements