FLEX Director, Solution Architect

Marriott•Bethesda, MD

5d•$57 - $99•Hybrid

About The Position

The FLEX Director, Solution Architect - IT Service Management (ITSM) Virtual Agents is a senior technical leader responsible for defining, designing, and delivering enterprise-scale virtual agent and conversational AI solutions across IT Service Management (ITSM) and related platforms. This role combines strategic architecture, hands-on development leadership, and platform governance, with deep expertise in both no-code/low-code (e.g., ServiceNow Virtual Agent, IBM Watson, Microsoft Copilot Studio) and pro-code development frameworks (e.g., APIs, middleware orchestration, custom AI integrations). The architect will lead the design and evolution of intelligent virtual agent ecosystems that enable self-service, automation, and AI-driven support experiences, integrated across ITSM, HR, and enterprise systems.

Requirements

Bachelor’s Degree in Information Systems or related field or equivalent experience, education, and certification
8+ years of IT service operations experience with a minimum of 3+ years as a Solution Architect, Lead Developer or Lead Engineer
5+ years of relevant experience with implementing ITSM Platform solutions
Proven experience designing and deploying virtual agents / chatbots
Strong hands-on development experience in Python (required) for AI/ML integration, automation, and backend services
Strong hands-on development experience in JavaScript and platform-native scripting (eg, ServiceNow scripting)

Nice To Haves

Experience with ServiceNow Virtual Agent, AWA, and ITSM workflows
Experience with Microsoft Copilot Studio or similar conversational AI platforms
Excellent verbal and written communication skills with the ability to create compelling materials for technical and executive audiences
Experience and working knowledge of virtual agent chatbot solutions including (but not limited to) Microsoft Copilot, Moveworks, Amazon Lex, ServiceNow Virtual Agent
Experience with planning solutions focused on low code/no code implementations while minimizing customizations
Experience planning and implementing integrations between ServiceNow and other systems, guiding developers or engineers, and providing alternative analysis and recommendations
Experience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environment
Recent experience with private and public cloud concepts
Strong understanding of the software development life cycle (SDLC)
Experience deploying web applications with a focus on User Experience and Responsive code for multi-device compatibility
Demonstrates strong executive presence and strategic thinking skills
Ability to evaluate and communicate operational metrics and issues to leadership
A thorough understanding of the interdependence of systems and their impact to the business
End to end infrastructure lifecycle experience from “chip to chiller” inclusive of servers, storage, data centers, databases, middleware and web/application environments
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations
Experience in working with multi-vendor development environment
Strong analytical, problem-solving, and decision-making capabilities
Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
Experience of working with ServiceNow platform for global customers
ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist
Agile/Scrum certifications
ITIL Foundations Certification

Responsibilities

Define and maintain the enterprise architecture roadmap for ITSM virtual agents and conversational AI platforms.
Design scalable, secure, and reusable frameworks for virtual agent workflows and orchestration, AI-driven automation and self-healing capabilities, and integration with ITSM, HRSD, ACD/IVR, and external systems.
Establish architecture standards, design patterns, and governance models for virtual agent solutions.
Partner with product and business leaders to translate roadmap priorities into technical designs.
Evaluate emerging AI/GenAI technologies and define adoption strategies.
Act as a hands-on lead developer, contributing directly to design, prototyping, and development of complex virtual agent solutions.
Lead end-to-end solution design across no-code/low-code platforms (IBM Watson, ServiceNow Virtual Agent, Copilot Studio) and pro-code implementations (custom APIs, middleware, AI services).
Write and maintain production-quality code supporting conversational orchestration layers, integration services and automation frameworks, and AI/ML-enabled workflows.
Define and implement advanced conversational design patterns, including intent classification and entity recognition, multi-turn dialogue orchestration, and context management and session memory.
Lead development of reusable frameworks, accelerators, and shared services.
Conduct code reviews and enforce engineering best practices across teams.
Design, develop, and maintain backend services and AI enablement layers supporting virtual agent solutions.
Utilize Python as a primary development language for AI/ML integration and orchestration, workflow automation and data processing pipelines, and API development and service orchestration.
Develop and integrate solutions using REST and event-driven APIs, and microservices and cloud-native architectures.
Build components supporting LLM-based conversational workflows and prompt execution, knowledge retrieval and search augmentation, and intelligent routing and decisioning logic.
Partner with AI and data teams to bring models into production-ready solutions.
Ensure engineering solutions meet enterprise standards for scalability, security, and reliability.