Agentic AI Architect
pepsicojobs
Job Description
- Lead the engineering transformation of digital channels by designing, developing, and deploying AI-powered assistants, agentic workflows, and voice experiences.
- Identify high-value agentic AI opportunities across digital channels and bring them to life through discovery, prototyping, production engineering, and adoption measurement.
- Design, implement, and evolve Now Assist Virtual Agent , Portal, and voicebot capabilities that provide intuitive, secure, and consistent employee and customer experiences.
- Build LLM-based and Retrieval-Augmented Generation (RAG) solutions that ground responses in approved knowledge, policies, and operational data.
- Engineer and orchestrate AI agents using appropriate frameworks and platforms, such as LangGraph, ServiceNow AI, CrewAI, or equivalent technologies, including tool calling, guardrails, and human-in-the-loop controls.
- Create production-quality software components, services, and automation scripts using sound engineering practices, testing, version control, and secure development standards.
- Integrate AI services, Now Assist Virtual Agent , Portal, and voicebot capabilities with mobile applications, enterprise systems, data sources, and third-party tools through APIs, events, and secure service interfaces.
- Define and implement AI and agent observability, including tracing, logging, evaluation, alerting, and dashboards for quality, latency, task success, handoff rate, adoption, cost, safety, and user feedback.
- Establish AI platform capabilities for prompt and model management, evaluation, monitoring, governance, and continuous improvement across digital channels.
- Collaborate with product, mobile, voice, security, data, and platform teams to design scalable, secure, and maintainable AI solutions.
- Apply Agile software development practices to digital-channel, AI, and platform delivery, translating user stories into well-designed, tested increments.
- Configure and enhance ServiceNow ITSM capabilities, including incident, request, knowledge, and service catalog processes, where they support digital channels.
- Develop ServiceNow integrations, workflows, reports, dashboards, and automation that connect ITSM processes with AI-enabled experiences.
- Partner with functional ITSM stakeholders to ensure solutions align with ITIL practices, operational controls, and service-management requirements.
- Manage dependencies, integrations, and backlog priorities across digital-channel transformation, AI engineering, and ServiceNow workstreams; communicate progress clearly to stakeholders.