ITSM Solution Architect

Job Summary

Leading the design and development of enterprise-scale virtual agent and conversational AI solutions, the full-time FLEX Director, Solution Architect will define architecture standards and oversee hands-on development in a hybrid work environment.

Key responsibilities

• Define and maintain the enterprise architecture roadmap for ITSM virtual agents and conversational AI platforms
• Act as a hands-on lead developer, contributing to the design and development of complex virtual agent solutions
• Design, develop, and maintain backend services and AI enablement layers supporting virtual agent solutions

Required qualifications

• Bachelor's Degree in Information Systems or related field, or equivalent experience and certification
• 8+ years of IT service operations experience, with a minimum of 3+ years as a Solution Architect or Lead Developer
• 5+ years of experience implementing ITSM Platform solutions
• Strong hands-on development experience in Python, JavaScript, and platform-native scripting
• Proven experience designing and deploying virtual agents or chatbots