Senior Platform Engineer-Digital Automation & AI
Job Purpose and Impact
The Digital Automation & AI Engineer is responsible for designing, implementing, and continuously improving AI-powered support solutions that enhance employee experience while reducing dependency on traditional Service Desk interactions.
This role will serve as the technical owner for the Service Desk chatbot ecosystem, ServiceNow integrations, automation workflows, and intelligent ticket routing capabilities. The individual will work closely with Service Desk operations, platform teams, and external partners to deliver innovative solutions that increase self-service adoption, automate repetitive support activities, and accelerate issue resolution.
The successful candidate combines strong technical expertise with a passion for user experience, AI-driven support, automation, and continuous improvement.
Key Accountabilities
AI & Chatbot Engineering
Design, develop, and maintain AI-powered chatbot solutions supporting Service Desk and employee self-service experiences.
Configure and enhance conversational workflows, intents, knowledge retrieval, and resolution journeys.
Integrate AI solutions with ServiceNow, Microsoft technologies, Teams, Azure services to run & deploy, and other enterprise platforms.
Continuously improve chatbot accuracy, response quality, containment rates, and user satisfaction.
Want more jobs like this?
Get jobs in Bangalore, India delivered to your inbox every week.
ServiceNow Automation & Integration
Design and implement ServiceNow automations that reduce manual effort and improve resolution speed.
Develop integrations between ServiceNow, chatbot platforms, Nexthink, Microsoft services, and enterprise applications.
Enhance intelligent ticket routing, automated ticket creation, and self-healing capabilities using ServiceNow OOB Rest APIs.
Work with platform teams to ensure scalable and secure solutions
Digital Experience & Contact Reduction
Analyze Service Desk contact drivers and identify opportunities for automation and self-service.
Develop automated remediation use cases that eliminate the need for Service Desk intervention.
Drive initiatives supporting the organization's Zero Service Desk strategy.
Monitor adoption, automation effectiveness, and experience outcomes.
Technical Ownership & Continuous Improvement
Act as the technical subject matter expert for chatbot and automation solutions.
Identify emerging AI technologies and recommend innovative use cases.
Support testing, deployment, validation, and operational readiness activities.
Create technical documentation and knowledge assets for support and maintenance.
Qualifications
Required Qualifications
5+ years of experience in IT automation, platform engineering, ServiceNow, or related technical roles.
Hands-on experience with AI-powered chatbot platforms and conversational AI technologies.
Experience designing integrations using APIs and automation frameworks.
Experience with ServiceNow Platform, workflows, integrations, and platform capabilities.
Strong understanding of IT Service Management (ITSM) processes.
Experience using scripting languages such as JavaScript, Python, or PowerShell.
Strong analytical and problem-solving skills.
Preferred Qualifications
ServiceNow CIS, CAD, CSA, or equivalent certifications.
Experience with GenAI technologies, LLMs, Azure OpenAI, Microsoft Copilot, or similar platforms.
Experience with Nexthink, Digital Employee Experience (DEX), or endpoint automation platforms.
Knowledge of AI orchestration, prompt engineering, retrieval-augmented generation (RAG), and knowledge management concepts. Experience implementing self-healing or autonomous support solutions.
Perks and Benefits
Health and Wellness
- Short-Term Disability
- HSA With Employer Contribution
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Long-Term Disability
- FSA
- HSA
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Family Support Resources
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Work Visa Sponsorship
- Leadership Training Program
- Associate or Rotational Training Program
Diversity and Inclusion