ServiceNow Developer — Conversational GenAI

Position Description

Role: ServiceNow Developer — Conversational / GenAI

Exp:6-12yr

Location: Hyderabad

Job Description

Builds Virtual Agent topics and flows, tunes NLU models, and develops Now Assist/GenAI skills, working within the guardrails and human-oversight design set by the squad’s Technical Architect.

Key Responsibilities

• Build and maintain Virtual Agent topics and conversation flows
• Train and tune NLU models against real usage data
• Develop Now Assist / GenAI skills within agreed guardrails
• Implement conversational UX scripting and testing
• Support human-in-the-loop review points and fallback paths designed by the architect
• Contribute to conversational analytics and continuous improvement of resolution quality
  
  

Must Have Skills & Experience

• Virtual Agent Designer experience
• NLU training/tuning experience
• GenAI/Now Assist skill-building experience
• Comfortable working within defined governance guardrails rather than open-ended experimentation
  
  

Good To have skills:

• Hands-on ServiceNow AI Agent Studio experience
• Prior involvement in a governed agentic workflow pilot
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.