Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Staff ServiceNow Engineer is a highly senior technical leadership role responsible for shaping, governing, and delivering complex ServiceNow solutions across the enterprise. The Staff ServiceNow Engineer operates at the intersection of architecture, engineering excellence, and delivery execution, serving as a hands-on technical authority and escalation point for the most complex platform challenges. This role partners closely with ServiceNow Architects, Engineering Managers, and business stakeholders to ensure the platform is scalable, secure, performant, and aligned with long-term strategic objectives.Key Responsibilities- Lead the technical design and implementation of complex ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, ITAM, CSM, CMDB, Workflow/Flow Designer).
- Act as the highest-level engineering authority for ServiceNow implementations, providing guidance on complex technical decisions, trade-offs, and risks.
- Partner with ServiceNow Architects to translate architectural standards and reference designs into executable engineering solutions.
- Own and enforce engineering standards, coding guidelines, integration patterns, and automation best practices across teams.
- Design and oversee complex integrations using Integration Hub, REST APIs, web services, event-driven patterns, and enterprise integration tools.
- Review and approve technical designs, user stories, and implementation approaches for high-impact initiatives.
- Drive performance, scalability, and reliability improvements through advanced engineering techniques and platform optimization.
- Provide hands-on support for critical incidents, escalations, and complex troubleshooting scenarios.
- Mentor Senior Engineers and Engineers, raising the overall technical maturity of the ServiceNow delivery organization.
- Contribute to and continuously improve SDLC, CI/CD, testing, and release processes for ServiceNow.
- Collaborate with security, infrastructure, and compliance teams to ensure solutions meet enterprise security and regulatory requirements.
- Communicate complex technical topics clearly to both technical and non-technical stakeholders.
- Fluent English is mandatory, as the role requires daily collaboration with global teams and senior stakeholders.
- 7+ years of hands-on experience with the ServiceNow platform, including deep technical implementation across multiple modules.
- Expert-level understanding of ServiceNow architecture, data model, CMDB, security (ACLs), integrations, and performance considerations.
- Proven experience leading the technical delivery of large, complex, and multi-stream ServiceNow initiatives.
- Strong experience designing and implementing advanced integrations using REST APIs, Integration Hub, and enterprise integration patterns.
- Deep understanding of ITIL processes and how they are implemented and optimized within ServiceNow.
- Strong experience with SDLC and DevOps practices for ServiceNow, including source control, automated testing, and CI/CD pipelines.
- Exceptional problem-solving and analytical skills, with the ability to navigate ambiguity and complex technical environments.
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Integration Hub Implementation Specialist
- ITSM/ITOM//CSM Implementation Specialist
- ITIL v3 or ITIL 4 Foundation certification.
- Experience operating in large-scale, global, or enterprise ServiceNow environments.
- Experience supporting or governing multiple ServiceNow delivery teams.
- Exposure to advanced automation, observability, or AIOps use cases integrated with ServiceNow.
- Experience working in Agile delivery environments at scale.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
