• Lead Agile transformation for Defense programs transitioning from traditional SDLC and ITSM practices to modern Agile ways of working. • Coach teams and leaders on Agile practices that accelerate delivery and improve mission results. • Architect modern technical solutions across Agile, DevSecOps, CI/CD pipelines, IaC, automation, observability, and ITSM workflows. • Strengthen proposals by developing technical narratives, solution graphics, win themes, and compliant architectures aligned to DoD evaluation criteria. • Deliver workshops and training that help government and contractor teams adopt sustainable Agile and DevSecOps practices. • Shape reusable assets and reference architectures that raise delivery quality across DoD IT Modernization programs.

• Define and evolve architectures for mobile and hybrid front-end applications; • Serve as the technical reference for development teams; • Design scalable, resilient, high-performance solutions using Vue.js; • Support technical decisions related to integration between mobile applications, APIs and cloud services; • Ensure application of software engineering best practices, quality and security; • Conduct technical code reviews and support team development; • Participate in architectural definitions, solution design and technology modernization strategies; • Work closely with product, UX, engineering and DevOps teams; • Support CI/CD initiatives, application observability and monitoring; • Define development standards, componentization and code reuse; • Identify technical risks and propose continuous improvements to the platform.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description This Solution Architect, Platform is a functional and technical expert consulting with customers on implementing ServiceNow Workflow solutions based on best practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification). Solution Architect, Platform brings architectural guidance, business acumen in the industry (e.g., Employee Experience, Customer Service, Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners. What you get to do in this role: - Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a customer's technology landscape, while informing customer on governance best practices - Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow - Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organisations - Establish mutually beneficial relationships with Workflow product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps - Promote continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team - Enable and mentor other members of the ServiceNow delivery team and partner ecosystem - Up to 20% travel annually, driven by customer needs and internal meetings Qualifications To be successful in this role, we need someone who has: - Must be fluent in English and Japanese - Must be authorized working in Japan - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - At least 12 years of consultation and/or configuration experience related to implementing complex, highly-capable, technologies - inclusive of integrations and portals - At least 5 years of advisory consultation experience related to implementing across multiple ServiceNow Workflow solutions - Vast experience with leading creator, integration, software/platform experience - Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in an organisation, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems - Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success - Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyses information, and designs comprehensive solutions - Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude - Experience conducting solutions presentations and obtaining customer acceptance to solution design - Strong capabilities in forging trust, engaging a remote or in-person audience - Strong aptitude toward communicating complex business and technical concepts using visualisation and modelling aids. Ability to conceptualise and design sophisticated wireframes, workflows, and diagrams - A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies - ServiceNow Certifications (required or must achieve within the first 60 days): - Certified System Administrator (CSA) - Certified Application Developer (CAD) - ITSM Certified Implementation Specialist (CIS) - CSM Certified Implementation Specialist (CIS) - Service Provider Implementer (CIS-SP) - Core Platform micro-certifications (Mobile, Performance Analytics, UI Builder, ATF, Integration Hub, Virtual Agent, NLU, Flow Designer, Service Portal, CSDM) - Desired ServiceNow Certifications (required or must achieve within the first 120 days): - Certified Technical Architect Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Role Description We’re looking for a Practice Architect I – GCP CES to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward. - Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements. - Collaborate with cross-functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs. - Evaluate and select appropriate CCaaS platforms and technologies, such as Google CCAIP or Ujet to meet the organization's needs. - Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans. - Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices. - Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization. - Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience. - Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise. - Implement AI tools in the Contact Centre: Lead the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI-driven insights. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field. - Proven experience as a Solutions Architect, with a focus on Contact Centre as a Service (CCaaS) solutions. - Excellent understanding of cloud computing principles and architectures. - Experience with designing and implementing multi-channel and omnichannel contact center solutions. - Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions. - Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. - Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Requirements - Experience with other CCaaS platforms, preferably Google CCAIP or such as Amazon Connect or NICE inContact. - Integrating the virtual agents with CCaaS environment - preferably DFCX. - Knowledge of customer relationship management (CRM) systems, Workforce Management and their integration with CCaaS solutions. - Experience with Contact Center Reporting - knowledge of important KPI and Metrics. - Experience with agile development methodologies and project management tools. Benefits - Medical, Dental, and Vision. - Critical Illness, Accident, and Hospital. - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available. - Life Insurance (Voluntary Life and AD&D for employee and dependents). - Short and Long-Term Disability. - Health Spending Account (HSA). - Transportation Benefits. - Employee Assistance Program. - Time Off/Leave (PTO, Vacation or Sick Leave).