Jobs → Customer Support → AI Solution Architect

About the Role We are looking for an experienced AI Solution Architect to lead the design of enterprise AI and Copilot solutions for service management (ITSM / SIAM). Key Responsibilities • Define the AI solution architecture, standards and design patterns for ITSM and SIAM • Architect AI agents, multi-agent solutions, RAG, workflows, APIs and MCP integrations • Choose the right technology for each use case: Microsoft 365 Copilot, Copilot Studio, ServiceNow AI, Azure AI or custom builds • Set requirements for security, identity, privacy, Responsible AI and governance • Guide and mentor AI developers, review designs, and own the AI roadmap Requirements • 8+ years in enterprise, solution, integration or cloud architecture, including 3+ years leading complex solutions • Hands-on experience with GenAI, conversational AI or AI-agent solutions • Strong knowledge of Microsoft 365 Copilot, Copilot Studio, Power Platform, Power Automate and Azure AI • ServiceNow AI experience: Now Assist, AI Agent Studio, agentic workflows • Solid grasp of LLMs, prompt engineering, RAG, grounding, embeddings and agent orchestration • Integration skills: REST APIs, Microsoft Graph, OAuth, event-driven patterns, MCP • CI/CD, ALM and monitoring for AI solutions • Strong communication and presentation skills with both technical and leadership audiences