Why This Job is Featured on The SaaS Jobs
This Staff ServiceNow Engineer role sits in the often overlooked layer of SaaS operations where internal platforms determine how reliably product and customer work gets done at scale. Genesys operates an AI-led, enterprise SaaS platform, and the listing signals a mature environment with global usage, complex stakeholder needs, and a ServiceNow footprint spanning multiple modules and integrations.
For a SaaS career, the standout value is breadth across platform governance, engineering standards, and production support, not just feature delivery. Work that touches CMDB quality, integration patterns, CI/CD for ServiceNow, and performance tuning builds durable skills for running SaaS businesses, especially where auditability, security controls, and operational metrics matter. The emphasis on incident escalation and cross team alignment also maps closely to how SaaS companies institutionalize reliability as they grow.
This role fits senior engineers who prefer being a technical authority with hands-on ownership, and who are comfortable translating between architecture, delivery teams, and non-technical stakeholders. It will suit professionals drawn to platform ecosystems, integration heavy problem spaces, and the discipline of operating business critical tooling in an enterprise SaaS context.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 ServiceNow Engineer is a highly senior technical leadership role responsible for shaping, governing, and delivering complex ServiceNow solutions across the enterprise. The Staff ServiceNow Engineer operates at the intersection of architecture, engineering excellence, and delivery execution, serving as a hands-on technical authority and escalation point for the most complex platform challenges. This role partners closely with ServiceNow Architects, Engineering Managers, and business stakeholders to ensure the platform is scalable, secure, performant, and aligned with long-term strategic objectives.
Key Responsibilities
- Lead the technical design and implementation of complex ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, ITAM, CSM, CMDB, Workflow/Flow Designer).
- Act as the highest-level engineering authority for ServiceNow implementations, providing guidance on complex technical decisions, trade-offs, and risks.
- Partner with ServiceNow Architects to translate architectural standards and reference designs into executable engineering solutions.
- Own and enforce engineering standards, coding guidelines, integration patterns, and automation best practices across teams.
- Design and oversee complex integrations using Integration Hub, REST APIs, web services, event-driven patterns, and enterprise integration tools.
- Review and approve technical designs, user stories, and implementation approaches for high-impact initiatives.
- Drive performance, scalability, and reliability improvements through advanced engineering techniques and platform optimization.
- Provide hands-on support for critical incidents, escalations, and complex troubleshooting scenarios.
- Mentor Senior Engineers and Engineers, raising the overall technical maturity of the ServiceNow delivery organization.
- Contribute to and continuously improve SDLC, CI/CD, testing, and release processes for ServiceNow.
- Collaborate with security, infrastructure, and compliance teams to ensure solutions meet enterprise security and regulatory requirements.
- Communicate complex technical topics clearly to both technical and non-technical stakeholders.
- Fluent English is mandatory, as the role requires daily collaboration with global teams and senior stakeholders.
Minimum Requirements
- 7+ years of hands-on experience with the ServiceNow platform, including deep technical implementation across multiple modules.
- Expert-level understanding of ServiceNow architecture, data model, CMDB, security (ACLs), integrations, and performance considerations.
- Proven experience leading the technical delivery of large, complex, and multi-stream ServiceNow initiatives.
- Strong experience designing and implementing advanced integrations using REST APIs, Integration Hub, and enterprise integration patterns.
- Deep understanding of ITIL processes and how they are implemented and optimized within ServiceNow.
- Strong experience with SDLC and DevOps practices for ServiceNow, including source control, automated testing, and CI/CD pipelines.
- Exceptional problem-solving and analytical skills, with the ability to navigate ambiguity and complex technical environments.
Desired Certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Integration Hub Implementation Specialist
- ITSM/ITOM//CSM Implementation Specialist
- ITIL v3 or ITIL 4 Foundation certification.
Preferred Qualifications
- Experience operating in large-scale, global, or enterprise ServiceNow environments.
- Experience supporting or governing multiple ServiceNow delivery teams.
- Exposure to advanced automation, observability, or AIOps use cases integrated with ServiceNow.
- Experience working in Agile delivery environments at scale.
#LI-GR1
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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.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
