Position Description

ServiceNow Technical Architect – Conversational / GenAI

Location: Hyderabad, India

Experience: 6+ Years

Employment Type: Full time

Role: ServiceNow Technical Architect – Conversational AI / GenAI

Job Overview

We are looking for an experienced ServiceNow Technical Architect – Conversational / GenAI with 6+ years of experience to lead the architecture and implementation of enterprise conversational AI capabilities on the ServiceNow platform.

The role will own NLU model design, Virtual Agent architecture, conversational workflows, Now Assist/GenAI integration patterns, AI Agent capabilities, and enterprise AI guardrails.

The ideal candidate should have strong hands-on ServiceNow experience combined with an understanding of LLMs, prompt engineering, AI governance, human-in-the-loop controls, auditability, security, privacy, and responsible AI practices.

This role will work closely with ServiceNow engineering, Enterprise Architecture, Security, Privacy, Risk, and AI Governance teams to ensure that conversational and agentic AI solutions are scalable,



secure, testable, auditable, and aligned with enterprise AI governance standards.

Key Responsibilities

Conversational Architecture

Own the architecture and technical design of ServiceNow Virtual Agent and conversational AI solutions.

Design and govern NLU intents, entities, utterances, conversation models, and conversational flows.

Define reusable architecture patterns for conversational experiences across multiple business functions.

Translate business requirements into scalable, testable, and governed conversational solutions.

Establish standards for conversational design, development, testing, deployment, and ongoing optimization.

Virtual Agent & NLU

Design and implement Virtual Agent topics, topic flows, NLU models, intents, entities, and conversation experiences.

Review and govern Virtual Agent topic design and implementation quality.

Optimize intent recognition, entity extracti

📌 ServiceNow Technical Architect — Conversational (Hyderabad)
🏢 CGI
📍 Hyderabad