FLEX Director, Solution Architect

This is a temporary position. JOB SUMMARYThe 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 PROFILEEducation and ExperienceRequiredBachelor’s Degree in Information Systems or related field or equivalent experience, education, and certification8+ years of IT service operations experience with a minimum of 3+ years as a Solution Architect, Lead Developer or Lead Engineer5+ years of relevant experience with implementing ITSM Platform solutionsProven experience designing and deploying virtual agents / chatbotsStrong hands-on development experience in: Python (required) for AI/ML integration, automation, and backend servicesJavaScript and platform-native scripting (eg, ServiceNow scripting)PreferredExperience with: ServiceNow Virtual Agent, AWA, and ITSM workflowsMicrosoft Copilot Studio or similar conversational AI platformsExcellent verbal and written communication skills with the ability to create compelling materials for technical and executive audiencesExperience and working knowledge of virtual agent chatbot solutions including (but not limited to) Microsoft Copilot, Moveworks, Amazon Lex, ServiceNow Virtual AgentExperience with planning solutions focused on low code/no code implementations while minimizing customizationsExperience planning and implementing integrations between ServiceNow and other systems, guiding developers or engineers, and providing alternative analysis and recommendationsExperience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environmentRecent experience with private and public cloud conceptsStrong understanding of the software development life cycle (SDLC)Experience deploying web applications with a focus on User Experience and Responsive code for multi-device compatibilityDemonstrates strong executive presence and strategic thinking skills Ability to evaluate and communicate operational metrics and issues to leadershipA thorough understanding of the interdependence of systems and their impact to the businessEnd to end infrastructure lifecycle experience from “chip to chiller” inclusive of servers, storage, data centers, databases, middleware and web/application environmentsProven ability to effectively prioritize and execute tasks in a high-pressure environmentDemonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of actionAbility to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizationsExperience in working with multi-vendor development environmentStrong analytical, problem-solving, and decision-making capabilitiesAbility to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environmentExperience of working with ServiceNow platform for global customersServiceNow Certified System Administrator and ServiceNow Certified Implementation SpecialistAgile/Scrum certificationsITIL Foundations CertificationCORE WORK ACTIVITIESArchitecture & StrategyDefine and maintain the enterprise architecture roadmap for ITSM virtual agents and conversational AI platformsDesign scalable, secure, and reusable frameworks for:Virtual agent workflows and orchestrationAI-driven automation and self-healing capabilitiesIntegration with ITSM, HRSD, ACD/IVR, and external systemsEstablish architecture standards, design patterns, and governance models for virtual agent solutionsPartner with product and business leaders to translate roadmap priorities into technical designsEvaluate emerging AI/GenAI technologies and define adoption strategiesSolution Design & Development LeadershipAct as a hands-on lead developer, contributing directly to design, prototyping, and development of complex virtual agent solutionsLead 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 layersIntegration services and automation frameworksAI/ML-enabled workflowsDefine and implement advanced conversational design patterns, including:Intent classification and entity recognitionMulti-turn dialogue orchestrationContext management and session memoryLead development of reusable frameworks, accelerators, and shared servicesConduct code reviews and enforce engineering best practices across teamsSoftware Engineering & AI DevelopmentDesign, develop, and maintain backend services and AI enablement layers supporting virtual agent solutionsUtilize Python as a primary development language for:AI/ML integration and orchestrationWorkflow automation and data processing pipelinesAPI development and service orchestrationDevelop and integrate solutions using:REST and event-driven APIsMicroservices and cloud-native architecturesBuild components supporting:LLM-based conversational workflows and prompt executionKnowledge retrieval and search augmentationIntelligent routing and decisioning logicPartner with AI and data teams to bring models into production-ready solutionsEnsure engineering solutions meet enterprise standards for scalability, security, and reliabilityAt 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. All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more. Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.Full timePosting Date: 2026-07-23