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.
Lead ServiceNow Automation Engineeris responsible for leading the design, implementation, and governance of automations and integrations across the ServiceNow platform. The Lead ServiceNow Automation Engineer ensures automation solutions are scalable, reliable, secure, and aligned with platform architecture and enterprise standards. In addition to hands-on delivery, this role provides technical leadership, sets automation standards, and supports multiple teams and work streams.
Key Responsibilities
- Lead the design and implementation of complex automations using Flow Designer and Integration Hub.
- Define and enforce automation standards, patterns, and best practices across the ServiceNow platform.
- Architect, develop, and oversee integrations using REST APIs, web services, and enterprise integration patterns.
- Ensure robust error handling, logging, monitoring, and resilience are built into all automations.
- Optimize automations and workflows for performance, scalability, and long-term maintainability.
- Partner closely with ServiceNow Architects and Principal Engineers to align automation solutions with platform strategy and architectural guardrails.
- Provide technical guidance, reviews, and mentorship to Automation Engineers and ServiceNow Engineers.
- Support critical incidents, escalations, and troubleshooting related to automations and integrations.
- Leverage and guide the adoption of ServiceNow AI capabilities such as Now Assist, Control Tower, and other automation and intelligence features.
- Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders.
Minimum Requirements
- 8+ years of hands-on experience with ServiceNow automation and integrations.
- Advanced knowledge of Flow Designer, Integration Hub, REST APIs, and JavaScript.
- Strong understanding of enterprise integration patterns and asynchronous processing.
- Proven experience leading or guiding technical delivery across multiple automation initiatives.
- ServiceNow Certified Application Developer (CAD) certification.
- ServiceNow Integration Hub certification.
- ITIL Foundation v3 or ITIL 4 certification
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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:
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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.
