ServiceNow Agentic AI / Virtual Agent (VA) Architect

Role: ServiceNow Agentic AI / Virtual Agent (VA) Architect
Duration: 6+ Months
Location: Remote
 
Role Overview
The ServiceNow Virtual Agent & Agentic AI Architect is responsible for designing, implementing, and optimizing conversational AI and Agentic AI capabilities within the ServiceNow platform. This role combines deep ServiceNow architecture expertise with advanced knowledge of Virtual Agent (VA), Now Assist, and AI-driven workflows to deliver intelligent, scalable solutions that enhance user experience and operational efficiency.
You will lead solution architecture, conversation design, and integration strategies for Virtual Agent and Agentic AI, ensuring alignment with enterprise goals and compliance standards.
This role will own in the design of Virtual Agent experiences and lead integrations between ServiceNow and enterprise telephony/CTI platforms. You will drive discovery workshops and partner with developers and business analysts to deliver Agentic AI capabilities (Now Assist, VA Skills, conversational flows) that reduce effort and improve CX/EX.

Key Responsibilities
• Solution Architecture
o Design end-to-end architecture for Virtual Agent and Agentic AI capabilities across ITSM, HRSD, CSM, and industry workflows.
o Define scalable, secure, and modular architectures leveraging ServiceNow’s AI features (Predictive Intelligence, Now Assist, VA Skills).
o Integrate AI/ML models and external frameworks with ServiceNow for advanced automation and predictive insights
• Virtual Agent & Conversational AI
o Architect Virtual Agent conversation flows, user journeys, and escalation logic for multi-channel experiences (portal, Teams, mobile).
o Implement intent detection, slot-filling, fallback strategies, and handoff to live agents.
o Establish conversation analytics and continuous optimization processes for VA performance.
• Agentic AI Enablement
o Deploy Agentic AI capabilities (autonomous workflows, AI agents) to reduce manual effort and improve CX/EX.
o Collaborate on OOTB AI Agent configuration and custom agent development for enterprise use cases.
• Integration & Telephony
o Design ServiceNow ↔ Telephony/CTI integration architecture, including routing, screen pops, and voice bot handoff.
o Evaluate CTI technologies (Genesys, Amazon Connect, Five9) and define API/data contracts for seamless integration.
• Governance & Compliance
o Establish AI governance frameworks, ensuring adherence to data privacy, security, and regulatory standards.
o Define KPIs and dashboards for AI adoption, VA performance, and compliance posture.
• Technical Leadership
o Provide thought leadership on conversational AI and Agentic AI trends.
o Mentor developers and business analysts on best practices for VA and AI implementations.
o Participate in RFP responses, solution proposals, and client workshops as a subject matter expert.

Required Skills & Qualifications
• 8+ years in ServiceNow architecture roles, with proven experience in Virtual Agent and AI/ML integrations.
• Expertise in ServiceNow modules (ITSM, HRSD, CSM) and Integration Hub.
• Strong knowledge of Agentic AI concepts, conversational design, and CTI integration patterns.
• Certifications: ServiceNow CTA, CIS-ITSM, CIS-CSM, CSA; ITIL4 Managing Professional preferred.
• Experience with cloud contact center platforms (Genesys, Amazon Connect, Five9).
• Familiarity with Performance Analytics, Predictive Intelligence, and AI governance frameworks.
• Ability to lead multi-region delivery and hybrid onshore/offshore models.