Website Hays
The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.
Applicants must be legally authorized to work in the United States. Sponsorship not available.
Our client is seeking an ServiceNow Agentic AI Virtual Agent (VA) Architect for a Remote opportunity.
Responsibilities
• The ServiceNow Virtual Agent & Agentic AI Architect is responsible for designing, implementing, and optimizing conversational AI and Agentic AI capabilities within the ServiceNow platform.
• This role combines deep ServiceNow architecture expertise with advanced knowledge of Virtual Agent (VA), Now Assist, and AI-driven workflows to deliver intelligent, scalable solutions that enhance user experience and operational efficiency.
• You will lead solution architecture, conversation design, and integration strategies for Virtual Agent and Agentic AI, ensuring alignment with enterprise goals and compliance standards.
• This role will own in the design of Virtual Agent experiences and lead integrations between ServiceNow and enterprise telephony/CTI platforms.
• You will drive discovery workshops and partner with developers and business analysts to deliver Agentic AI capabilities (Now Assist, VA Skills, conversational flows) that reduce effort and improve CX/EX.
Solution Architecture
• Design end-to-end architecture for Virtual Agent and Agentic AI capabilities across ITSM, HRSD, CSM, and industry workflows.
• Define scalable, secure, and modular architectures leveraging ServiceNow’s AI features (Predictive Intelligence, Now Assist, VA Skills).
• Integrate AI/ML models and external frameworks with ServiceNow for advanced automation and predictive insights
Virtual Agent & Conversational AI
• Architect Virtual Agent conversation flows, user journeys, and escalation logic for multi-channel experiences (portal, Teams, mobile).
• Implement intent detection, slot-filling, fallback strategies, and handoff to live agents.
• Establish conversation analytics and continuous optimization processes for VA performance.
Agentic AI Enablement
• Deploy Agentic AI capabilities (autonomous workflows, AI agents) to reduce manual effort and improve CX/EX.
• Collaborate on OOTB AI Agent configuration and custom agent development for enterprise use cases.
Integration & Telephony
• Design ServiceNow ↔ Telephony/CTI integration architecture, including routing, screen pops, and voice bot handoff.
• Evaluate CTI technologies (Genesys, Amazon Connect, Five9) and define API/data contracts for seamless integration.
Governance & Compliance
• Establish AI governance frameworks, ensuring adherence to data privacy, security, and regulatory standards.
• Define KPIs and dashboards for AI adoption, VA performance, and compliance posture.
Technical Leadership
• Provide thought leadership on conversational AI and Agentic AI trends.
• Mentor developers and business analysts on best practices for VA and AI implementations.
• Participate in RFP responses, solution proposals, and client workshops as a subject matter expert.
• 8+ years in ServiceNow architecture roles, with proven experience in Virtual Agent and AI/ML integrations.
• Expertise in ServiceNow modules (ITSM, HRSD, CSM) and Integration Hub.
• Strong knowledge of Agentic AI concepts, conversational design, and CTI integration patterns.
• Certifications: ServiceNow CTA, CIS-ITSM, CIS-CSM, CSA; ITIL4 Managing Professional preferred.
• Experience with cloud contact center platforms (Genesys, Amazon Connect, Five9).
• Familiarity with Performance Analytics, Predictive Intelligence, and AI governance frameworks.
• Ability to lead multi-region delivery and hybrid onshore/offshore models.
Benefits/Other Compensation
This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).
Why Hays?
You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.
Nervous about an upcoming interview? Unsure how to write a new resume?
Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.
Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.
Drug testing may be required; please contact a recruiter for more information.
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