Sr. Solution Architect, Service

Position: Sr. Solution Architect, Service Now
Location: Indiana

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.

This is a Solution Architect role responsible for designing, governing, and evolving the enterprise Service Now platform to meet complex business needs across multiple functions. As the Service Now Solution Architect, you will define the platform vision, translate business requirements into scalable solutions, guide technical implementation, and ensure that integrations and capabilities are delivered in a secure, performant, and sustainable way.

You will lead multiple work streams simultaneously, mentor leaders and teams, and act as the primary authority on Service Now architecture and best practices.
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* Key Responsibilities:

*** Own and evolve the end-to-end Service Now platform architecture, including data model, integrations, security, performance, and governance.
* Partner with business and IT stakeholders to understand strategic goals, define roadmaps, and translate requirements into Service Now solutions that deliver measurable value.
* Lead the design of solutions across multiple Service Now products and modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, CMDB, Workflow/Flow Designer), ensuring a unified and scalable architecture.
* Architect and oversee integrations between Service Now and external systems using Integration Hub, REST APIs, web services, event streams, and other integration patterns.
* Provide technical leadership across multiple concurrent work streams, ensuring alignment to architecture standards, reuse of shared capabilities, and consistent design patterns.
* Guide platform engineering, development, and admin teams on solution design, configuration vs. customization, coding standards, and use of out-of-the-box capabilities.
* Establish and maintain architectural principles, reference architectures, and design guardrails to protect platform integrity and manage technical debt.
* Review and approve solution designs, stories, and implementation approaches for major initiatives, ensuring they align with platform strategy and non-functional requirements.
* Drive performance, reliability, and scalability improvements through thoughtful design of data structures, integrations, automations, and operational processes.
* Collaborate with security, compliance, and infrastructure teams to ensure solutions meet security, privacy, and regulatory requirements.
* Provide leadership and coaching to managers and technical leads across multiple teams, building a high-performing, collaborative Service Now delivery organization.
* Contribute to and champion SDLC, CI/CD, testing, and release processes for Service Now, promoting automation, quality, and repeatability.
* Stay current on the Service Now product roadmap, new features, and industry best practices, and proactively recommend enhancements to maximize platform value.
* Communicate complex technical concepts in clear, business-friendly language to senior leaders and non-technical stakeholders.
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* Minimum Requirements:

*** 5+ years of hands-on experience with the Service Now platform, including solution design and implementation across multiple modules.
* Deep understanding of Service Now architecture, including data model, CMDB, ACLs and security model, integration patterns, performance considerations, and platform governance.
* Proven track record leading multiple concurrent Service Now or enterprise platform work streams from concept through delivery.
* Demonstrated experience designing and implementing integrations between Service Now and external systems using REST APIs, web services, Integration Hub, message queues, or equivalent technologies.
* Strong understanding of ITIL processes and how they are operationalized within Service Now (Incident, Request, Problem, Change, CMDB, Knowledge, etc.).
* Experience with SDLC and Dev Ops practices for Service Now, including source control, automated testing, and CI/CD pipelines.
* Excellent analytical and problem-solving skills, with the ability to navigate ambiguity and design solutions for complex, cross-functional problems.
* Exceptional communication, facilitation, and stakeholder management skills, with experience presenting to senior leadership.
* Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical…