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Principal AI Platform Engineer
ServiceNow
Santa Clara, USA
Full-time
Onsite
$221,200 to $387,100,
Discovered 1 weeks ago
Agentic AIApplied machine learningServiceNow platformCRM and industry workflowsSales automationConfigure, Price, Quote (CPQ)
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Agentic AIApplied machine learningServiceNow platform
Role Overview
Lead the technical direction of the forward-deployed engineering group within CRM and Industry Engineering.
Serve as the lead architect for customer-facing agentic AI solutions on the ServiceNow platform.
Own solution correctness, reliability, safety, and business outcomes across customer engagements.
Key Skills for This Role
Agentic AIApplied machine learningServiceNow platformCRM and industry workflowsSales automationConfigure, Price, Quote (CPQ)
Full Job Posting
Role overview
Lead the technical direction of the forward-deployed engineering group within CRM and Industry Engineering.
Serve as the lead architect for customer-facing agentic AI solutions on the ServiceNow platform.
Own solution correctness, reliability, safety, and business outcomes across customer engagements.
What you will do
- Analyze customer processes, data, and goals across sales automation, CPQ, customer service, and field service.
- Translate ambiguous customer problems into agentic AI use cases with clear success criteria.
- Design workflows, integrations, data and context structures, and guardrails on the ServiceNow platform.
- Build, configure, integrate, validate, and deploy solutions into customer production environments.
- Define reusable architectures, deployment patterns, and solution accelerators across engagements.
- Advise customer technical and executive stakeholders on agentic AI capabilities, limitations, tradeoffs, and risks.
- Validate correctness, security, reliability, edge cases, and failure modes in deployed agents.
- Implement monitoring and rollback controls for behavioral drift and other production risks.
- Lead technical reviews, mentorship, and resolution of complex engineering problems across the group.
- Share field learnings and platform gaps with ServiceNow product and engineering teams.
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