FLEX Director, Solution Architect
On-siteBethesda, Maryland, United States
Job Summary
Define the enterprise architecture roadmap for ITSM virtual agents and conversational AI platforms, establishing standards, design patterns, and governance models. Lead end-to-end solution design across no-code/low-code platforms and pro-code implementations, writing production-quality code for conversational orchestration, integration services, and AI/ML workflows. Act as a hands-on lead developer, conducting code reviews, enforcing engineering best practices, and partnering with product leaders to translate roadmap priorities into technical designs. Evaluate emerging AI/GenAI technologies to define adoption strategies and ensure solutions meet enterprise standards for scalability, security, and reliability.
Required Qualifications
- Bachelor's Degree in Information Systems or related field or equivalent experience, education, and certification
- 8+ years of IT service operations experience
- 3+ years as a Solution Architect, Lead Developer or Lead Engineer
- 5+ years of relevant experience with implementing ITSM Platform solutions
- Proven experience designing and deploying virtual agents / chatbots
- Python (required) for AI/ML integration, automation, and backend services
- JavaScript and platform-native scripting (eg, ServiceNow scripting)
Desired Qualifications
- Experience with: ServiceNow Virtual Agent, AWA, and ITSM workflows
- Microsoft Copilot Studio or similar conversational AI platforms
- Excellent verbal and written communication skills with the ability to create compelling materials for technical and executive audiences
- Experience and working knowledge of virtual agent chatbot solutions including (but not limited to) Microsoft Copilot, Moveworks, Amazon Lex, ServiceNow Virtual Agent
- Experience planning solutions focused on low code/no code implementations while minimizing customizations
- Experience planning and implementing integrations between ServiceNow and other systems, guiding developers or engineers, and providing alternative analysis and recommendations
- Experience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environment
- Recent experience with private and public cloud concepts
- Strong understanding of the software development life cycle (SDLC)
- Experience deploying web applications with a focus on User Experience and Responsive code for multi-device compatibility
- Demonstrates strong executive presence and strategic thinking skills
- Ability to evaluate and communicate operational metrics and issues to leadership
- A thorough understanding of the interdependence of systems and their impact to the business
- End to end infrastructure lifecycle experience from 'chip to chiller' inclusive of servers, storage, data centers, databases, middleware and web/application environments
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment
- Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
- Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations
- Experience in working with multi-vendor development environment
- Strong analytical, problem-solving, and decision-making capabilities
- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
- Experience of working with ServiceNow platform for global customers
- ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist
- Agile/Scrum certifications
- ITIL Foundations Certification
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.