ServiceNow Contact Center Platform Engineer

ServiceNow Contact Center Platform Engineer
About the Role
We are seeking an experienced ServiceNow professional with a proven track record of managing, provisioning, and optimizing ServiceNow within a contact center environment (AWS Connect).

This role requires deep hands-on expertise configuring and administering ServiceNow to power high-volume, customer-facing contact center operations. The ideal candidate has successfully integrated ServiceNow with Amazon Connect and understands the operational and technical demands of modern cloud-based contact centers.

Strong written and verbal communication skills are critical, as this role partners closely with contact center leadership, AWS engineers, product owners, and federal stakeholders.

Key Responsibilities
ServiceNow Contact Center Platform Management:

• Manage and provision ServiceNow environments supporting high-volume voice and digital contact center operations.
• Configure and administer ServiceNow Customer Service Management (CSM), including case management, Agent Workspace, SLAs, knowledge management, and omnichannel engagement.
• Design and optimize workflows supporting voice, chat, email, and web case intake.
• Configure skill-based routing, queue management, escalation models, and automation rules.
• Ensure scalability, performance, governance, and platform reliability aligned with contact center KPIs (AHT, FCR, SLA compliance, CSAT).
• Manage upgrades, releases, environment strategy (dev/test/prod), and platform governance.

• Design, implement, and maintain integrations between ServiceNow and Amazon Connect.
• Implement CTI integrations, including screen-pop functionality and automated case creation.
• Configure contact flows and routing logic to synchronize data between AWS services and ServiceNow.
• Integrate call recordings, transcripts, and analytics into ServiceNow reporting and workflow automation.
• Partner with AWS engineers to ensure secure, scalable, API-driven cloud architecture.

• Lead requirements gathering sessions with contact center and business stakeholders.
• Translate operational needs into clear technical designs and implementation plans.
• Produce detailed documentation, diagrams, and executive-ready summaries.
• Communicate effectively with both technical and non-technical audiences.
• Serve as a trusted advisor to contact center leadership.

• Demonstrated experience managing and provisioning ServiceNow in a contact center environment
• Proven experience integrating ServiceNow with Amazon Connect
• Strong experience with:
  • ServiceNow CSM and ITSM modules
  • Agent Workspace configuration
  • Flow Designer, Integration Hub, Business Rules, Script Includes
  • Scripted REST APIs and secure integrations
  • SLA configuration and performance analytics
• Solid understanding of contact center operations and performance metrics
• Strong written and verbal communication skills
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related STEM discipline