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 (Remote) or São Paulo, SP (Hybrid)

Role Overview:
Shape the technical direction of ServiceNow at enterprise scale, building a secure, resilient platform that helps global teams automate work, resolve issues faster, and improve customer and employee experiences. As a Staff Enterprise Platform Engineer, ServiceNow, you will own complex engineering decisions and translate platform architecture and strategy into scalable solutions across ServiceNow capabilities, integrations, workflow automation, and AI.

You will operate as a hands-on technical authority, partnering with Architects, Engineering Managers, Product Owners, security teams, and business stakeholders to guide technical decisions, establish engineering standards, and solve complex platform challenges.

The role also helps advance the practical adoption of Now Assist, AI Agents, generative AI, and intelligent automation, with appropriate attention to data quality, security, privacy, governance, testing, monitoring, and responsible AI practices. This role provides exposure to global enterprise initiatives and opportunities to expand technical influence across platform architecture, AI-enabled automation, and engineering practices.

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, ensuring secure, resilient, and scalable enterprise adoption.

• Lead technical delivery across strategic, multi-stream ServiceNow initiatives, driving alignment among engineering teams, architects, Product Owners, and cross-functional stakeholders to improve delivery quality and speed.

• Influence platform strategy and technical direction by guiding 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 scalable solutions, reusable engineering patterns, and development guardrails.

• Lead technical design and code reviews, establishing engineering standards that strengthen platform security, scalability, reliability, maintainability, and performance.

• Design and govern complex enterprise integrations using Integration Hub, REST APIs, web services, MID Servers, event-driven patterns, and enterprise integration technologies.

• Drive adoption of Now Assist, AI Agents, generative AI, and intelligent automation to improve incident resolution, knowledge experiences, engineering productivity, service operations, and employee and customer workflows.

• Evaluate ServiceNow releases, AI capabilities, and emerging technologies, recommending adoption strategies based on business value, technical dependencies, security, governance, and enterprise readiness.

• Drive platform performance and reliability through proactive optimization, technical debt reduction, resilient engineering patterns, and disciplined governance, while leading technical response for critical incidents and complex production escalations.

• Advance ServiceNow SDLC and DevOps practices using GitHub, source control, CI/CD, Automated Test Framework (ATF), automated quality controls, and disciplined release management to improve deployment reliability and engineering velocity.

• Mentor Senior Engineers and Engineers through technical coaching, design guidance, and code reviews, while communicating complex technical decisions, risks, and recommendations to technical teams and senior stakeholders.

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, including technical design, engineering decisions, code quality, and delivery guidance across multi-stream initiatives.

• Expert-level knowledge of ServiceNow architecture, data models, CMDB, ACLs and security models, scripting, automation, and platform performance.

• Advanced ServiceNow development expertise with JavaScript, Script Includes, Business Rules, Flow Designer, Integration Hub, APIs, MID Servers, web services, and enterprise integration patterns.

• Hands-on experience or strong working knowledge of Now Assist, AI Agents, generative AI, or related ServiceNow AI capabilities, including considerations for data quality, security, access controls, governance, testing, monitoring, and responsible AI.

• 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, establish engineering standards, conduct technical and code reviews, solve complex technical challenges, and influence decisions across engineering and cross-functional teams.

• Advanced to fluent English communication skills for daily collaboration with global engineering teams and senior stakeholders.

• ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), or relevant ServiceNow Certified Implementation Specialist (CIS) certifications.

Preferred Qualifications:

• Experience providing technical leadership across large-scale, global ServiceNow environments and multiple concurrent engineering workstreams.

• Production experience with Now Assist, AI Agents, generative AI, intelligent automation, AIOps, observability, Predictive Intelligence, analytics, or related ServiceNow capabilities.

• 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.

• ServiceNow AI or Now Assist accreditation or certification, integration-focused certification or equivalent demonstrated expertise, or 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

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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.

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 reasonable.accommodations@genesys.com.

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.

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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.