FLEX Director, Solution Architect

This is a temporary position.

JOB SUMMARY

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.

CANDIDATE PROFILE

Education and Experience

Required

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

JavaScript and platform-native scripting (eg, ServiceNow scripting)

Preferred

Experience with:

ServiceNow Virtual Agent, AWA, and ITSM workflows

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

CORE WORK ACTIVITIES

Architecture & Strategy

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

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

Solution Design & Development Leadership

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)

Pro-code implementations (custom APIs, middleware, AI services)

Write and maintain production-quality code supporting:

Conversational orchestration layers

Integration services and automation frameworks

AI/ML-enabled workflows

Define and implement advanced conversational design patterns , including:

Intent classification and entity recognition

Multi-turn dialogue orchestration

Context management and session memory

Lead development of reusable frameworks, accelerators, and shared services

Conduct code reviews and enforce engineering best practices across teams

Software Engineering & AI Development

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

API development and service orchestration

Develop and integrate solutions using:

REST and event-driven APIs

Microservices and cloud-native architectures

Build components supporting:

LLM-based conversational workflows and prompt execution

Knowledge retrieval and search augmentation

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

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.