Manager designing Amazon Connect and Zendesk cloud contact center architectures for TELUS Digital. Leading technical pre - sales, demonstrations, proofs of concept, and customer solution engagements.
About the role
- Solution Architect building ServiceNow portals and AI applications for NewRocket. Leading customer engagements from discovery through production with hands-on full-stack and LLM engineering.
Responsibilities
- Architect and build responsive, accessible Service Portal and AIUX framework experiences, including custom widgets and scoped applications
- Translate high-fidelity designs into polished responsive interfaces
- Lead discovery, technical design, estimation, demonstrations, and customer delivery conversations
- Design and build AI applications and agentic workflows using Claude or comparable LLM platforms, enterprise APIs, and customer data
- Implement retrieval, tool calling, structured outputs, and human review
- Build and integrate frontend experiences, backend services, and enterprise systems within and beyond ServiceNow
- Design for reliable operation through testing, evaluation, observability, and failure handling
- Own technical delivery through deployment, troubleshooting, documentation, and operational handoff
- Manage technical risks, scope, and quality
- Evaluate AI quality, security, latency, and cost, and determine when to use AI versus deterministic automation
- Contribute reusable components and delivery patterns, review code, and mentor engineers
- Work directly with customers across Service Portal architecture and Forward Deployed AI Engineering engagements
Requirements
- Five or more years of software engineering experience, including substantial hands-on web development, ServiceNow development, and customer-facing technical leadership
- Experience architecting and delivering complex Service Portal solutions using JavaScript, AngularJS, HTML, CSS/SCSS, and Bootstrap
- Strong web development fundamentals, including modern JavaScript/TypeScript, frontend architecture, state management, and API integration
- Strong understanding of ServiceNow architecture, server-side scripting, scoped applications, data models, access controls, and integrations
- Sound judgment about configuration versus customization, with attention to platform upgradeability and long-term maintainability
- Full-stack engineering capability, including backend services, APIs, and cloud deployment
- Hands-on experience designing and building LLM-powered applications or agentic workflows
- Practical knowledge of prompting, context management, retrieval, tool use, structured outputs, and evaluation
- Ability to protect enterprise data and enforce user and system permissions across retrieval and tool execution
- Strong design judgment and attention to accessibility, performance, and maintainability
- Clear communication with business and technical stakeholders
- CCA-F certification, or readiness and commitment to earn it shortly after joining
- Preferred: production delivery of customer-facing AI applications and agentic workflows
- Preferred: Claude, Anthropic APIs, MCP, AI-assisted development tools, Python, modern frontend frameworks, automated testing, CI/CD, Now Assist, ServiceNow AI Agents, enterprise search, and ServiceNow CSA or CAD certifications
Benefits
- Diverse and inclusive workplace
- Equal opportunity workplace and affirmative action employer
- Disability accommodations available upon request
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Degree requirement
No Education Requirement
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