Principal AI Platform Engineer

Responsibilities: Analyze customer use cases and translate them into agentic AI use cases with clear success criteria Architect end-to-end agentic AI solutions on the ServiceNow platform, including workflows, integrations, data design, and guardrails Lead from design to production deployment: build, integrate, validate, and shepherd solutions into customer environments Define multi-engagement technical direction, reference architectures, reusable deployment patterns, and accelerators Serve as the senior engineering voice in customer discussions, communicating capabilities, tradeoffs, and responsible adoption Verify quality, reliability, and safety: validate edge cases, mitigate prompt injection and data leakage, implement monitoring and rollback for production drift Provide architectural direction, mentorship, and raise delivery standards across the FDE group Close the loop with product and engineering to feed field learnings back into the platform

Key requirements: Track record of designing, deploying, and operating production software and AI solutions in customer-facing settings Extensive experience delivering customer-facing solutions in forward-deployed, professional services, or solution architecture roles Hands-on experience with designing and operating autonomous agent systems and understanding LLM behavior, evaluation, and failure modes Knowledge of ServiceNow platform and CRM & Industry domains (sales automation, CPQ, customer service, field service) (preferred) Strong system design skills and ability to judge build vs buy vs configure to meet outcomes Disciplined focus on security, reliability, monitoring, and rollback for AI-integrated systems Excellent communication and stakeholder management with customers and executives Proven technical leadership and ability to coach engineers and set reusable standards Bachelor’s degree in computer science, Software Engineering, or related field; advanced degrees/certifications are a plus Years of Experience: 15 years with bachelor; 12 years with Master; 8 years with PhD; or equivalent experience excellent communication stakeholder management technical leadership agentic AI design and deployment LLM behavior and failure mode analysis guardrails and security practices for AI