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,