Staff Enterprise Platform Engineer, ServiceNow

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Staff Enterprise Platform Engineer, ServiceNow
Brazil

Role Overview:
Shape the technical direction of ServiceNow at enterprise scale, building a secure, resilient platform that improves how global teams deliver services, resolve issues, automate work, and support customers and employees. As a Staff ServiceNow Engineer, you will own complex platform engineering decisions and turn ServiceNow architecture and strategy into scalable solutions across ITSM, ITOM, ITAM, CSM, CMDB, workflow automation, integrations, and AI-enabled capabilities.

Operate as a hands-on technical authority across strategic initiatives, partnering with ServiceNow Architects, Engineering Managers, Product Owners, security teams, and business stakeholders. You will influence platform strategy, establish engineering standards, guide design trade-offs, and drive alignment across multiple engineering teams while remaining close to implementation and the most complex technical challenges.

Advance the practical adoption of Now Assist, AI Agents, generative AI, intelligent automation, and other emerging ServiceNow capabilities. Your work will focus on tangible outcomes, including faster incident resolution, more effective knowledge experiences, improved engineering productivity, stronger service operations, and scalable employee and customer workflows, with appropriate security, privacy, governance, and responsible AI controls.

This role provides visibility across enterprise initiatives and senior stakeholders while creating opportunities to expand your influence across platform architecture, AI-enabled automation, engineering practices, and technical leadership. At Genesys, collaboration, empathy for the people who use our technology, and ambitious thinking guide how we build solutions that help organizations create better customer and employee experiences.

Key Responsibilities:

• Own the end-to-end technical design and engineering of complex ServiceNow solutions across ITSM, ITOM, ITAM, CSM, CMDB, Workflow and Flow Designer, and related platform capabilities, ensuring solutions scale securely across the enterprise
• Lead technical delivery across strategic, multi-stream ServiceNow initiatives, driving alignment among engineers, administrators, automation engineers, QA teams, architects, Product Owners, and other contributors
• Influence platform strategy by providing authoritative guidance on engineering decisions, architectural trade-offs, technical risks, implementation approaches, and long-term maintainability
• Partner with ServiceNow Architects to translate reference architectures, platform principles, and enterprise standards into executable engineering solutions and reusable implementation patterns
• Establish engineering standards, coding guidelines, integration patterns, reusable components, automation practices, and development guardrails that improve consistency, quality, and delivery efficiency across teams
• Lead technical design reviews, code reviews, and engineering quality assessments that strengthen platform security, scalability, reliability, supportability, and performance
• Design and govern complex enterprise integrations using ServiceNow Integration Hub, REST APIs, web services, MID Servers, event-driven patterns, and enterprise integration technologies
• Drive the adoption of Now Assist, AI Agents, generative AI, and intelligent automation to improve service operations, incident resolution, knowledge management, engineering productivity, and employee and customer experiences
• Partner with architecture, security, governance, compliance, and business teams to implement AI-enabled solutions with appropriate data quality, privacy, access controls, testing, monitoring, and responsible AI practices
• Evaluate ServiceNow platform releases, AI capabilities, and emerging technologies, recommending adoption strategies based on business value, technical dependencies, platform readiness, security, and scalability
• Drive platform performance and reliability through proactive optimization, technical debt reduction, resilient engineering patterns, and disciplined platform governance
• Lead technical response for critical incidents and production escalations, accelerating root cause analysis and durable resolution of complex platform issues
• Mentor Senior Engineers and Engineers through technical coaching, design guidance, and code reviews, raising engineering maturity and expanding technical leadership capability across the organization
• Advance ServiceNow SDLC and DevOps practices using GitHub, source control, CI/CD, Automated Test Framework (ATF), automated quality controls, and disciplined release management
• Communicate complex technical decisions, risks, dependencies, and recommendations clearly to engineering teams, business stakeholders, and senior leaders to enable informed decision making

Required Qualifications:

• 7+ years of hands-on ServiceNow engineering experience, including deep technical implementation experience across multiple modules and enterprise-scale environments
• Proven experience serving as a senior technical authority for complex ServiceNow implementations, with accountability for technical design, engineering decisions, code quality, and delivery guidance
• Demonstrated success leading large, complex, multi-stream ServiceNow initiatives involving multiple engineering teams and cross-functional stakeholders
• Expert-level knowledge of ServiceNow architecture, data models, CMDB, ACLs and security models, scripting, integrations, automation, and platform performance
• Advanced ServiceNow development expertise with JavaScript, Script Includes, Business Rules, Flow Designer, Integration Hub, APIs, and related platform development capabilities
• Strong background designing enterprise integrations using REST APIs, Integration Hub, MID Servers, web services, and enterprise integration patterns
• Hands-on experience or strong working knowledge of ServiceNow Now Assist, AI Agents, generative AI, or related ServiceNow AI capabilities
• Strong understanding of AI implementation considerations, including data quality, security, access controls, governance, testing, monitoring, and responsible AI practices
• Deep knowledge of ITIL processes and their implementation and optimization within ServiceNow
• Strong experience with ServiceNow SDLC and DevOps practices, including GitHub or source control, automated testing, ATF, CI/CD pipelines, and release management
• Demonstrated ability to mentor engineers, conduct technical and code reviews, establish engineering standards, and influence technical decisions across teams
• Exceptional analytical, troubleshooting, and problem-solving capability, including experience resolving ambiguous and highly complex technical challenges
• Strong communication and stakeholder management skills, with the ability to influence engineering teams, cross-functional partners, and senior business stakeholders
• Fluent English communication skills for daily collaboration with global engineering teams and senior stakeholders
• ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD) credentials
• ServiceNow integration-focused certification or equivalent demonstrated expertise, plus one or more relevant ServiceNow Certified Implementation Specialist certifications

Preferred Qualifications:

• Experience providing technical leadership across large-scale, global ServiceNow environments and multiple concurrent engineering workstreams
• Production experience implementing Now Assist, AI Agents, generative AI, intelligent automation, or other AI-driven ServiceNow capabilities
• Experience defining enterprise engineering standards and implementation patterns for AI, automation, integrations, and ServiceNow platform development
• Strong background with advanced automation, AIOps, observability, Predictive Intelligence, analytics, or related capabilities integrated with ServiceNow
• Experience with ServiceNow CMDB, Common Service Data Model (CSDM), Discovery, Service Mapping, and enterprise data governance
• Experience implementing GitHub-based development models, CI/CD pipelines, ATF, automated quality gates, and enterprise release management
• Experience operating as a Technical Lead in scaled Agile environments and partnering with Product Owners, Architects, Scrum Masters, QA Engineers, and cross-functional stakeholders
• ServiceNow AI or Now Assist accreditation or certification, where applicable
• ITIL v3 or ITIL 4 Foundation certification

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.