Marriott International

FLEX Director, Solution Architect

Marriott International$120K — $150K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Information Systems or equivalent experience
  • 8+ years of IT service operations experience, including 3+ years as a Solution Architect
  • 5+ years of implementing ITSM platform solutions
  • Proven experience in designing/deploying virtual agents/chatbots
  • Strong development skills in Python and JavaScript for automation and backend services

Responsibilities

  • Define the enterprise architecture roadmap for ITSM virtual agents
  • Design scalable frameworks for virtual agent workflows and AI-driven automation
  • Establish architecture standards and governance models for solutions
  • Act as a lead developer in the design and prototyping of virtual agent solutions
  • Conduct code reviews and enforce engineering best practices across teams
  • Develop backend services supporting virtual agent solutions using Python
  • Collaborate with AI teams to ensure production readiness of models

Benefits

  • Flexible working conditions due to the temporary nature of the position
  • Opportunity to lead innovative projects in AI and automation
  • Professional development through hands-on leadership and collaboration
  • Engagement with a diverse set of ITSM and AI technologies
  • Potential networking opportunities with senior technical and executive leaders
Full Job Description
Job Description

This is a temporary position.

JOB SUMMARY

The 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 PROFILE

Education and Experience

Required
  • Bachelor's Degree in Information Systems or related field or equivalent experience, education, and certification
  • 8+ years of IT service operations experience with a minimum of 3+ years as a Solution Architect, Lead Developer or Lead Engineer
  • 5+ years of relevant experience with implementing ITSM Platform solutions
  • Proven experience designing and deploying virtual agents / chatbots
  • Strong hands-on development experience in:
    • Python (required) for AI/ML integration, automation, and backend services
    • JavaScript and platform-native scripting (eg, ServiceNow scripting)

Preferred
  • Experience with:
    • ServiceNow Virtual Agent, AWA, and ITSM workflows
    • Microsoft Copilot Studio or similar conversational AI platforms
  • Excellent verbal and written communication skills with the ability to create compelling materials for technical and executive audiences
  • Experience and working knowledge of virtual agent chatbot solutions including (but not limited to) Microsoft Copilot, Moveworks, Amazon Lex, ServiceNow Virtual Agent
  • Experience with planning solutions focused on low code/no code implementations while minimizing customizations
  • Experience planning and implementing integrations between ServiceNow and other systems, guiding developers or engineers, and providing alternative analysis and recommendations
  • Experience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environment
  • Recent experience with private and public cloud concepts
  • Strong understanding of the software development life cycle (SDLC)
  • Experience deploying web applications with a focus on User Experience and Responsive code for multi-device compatibility
  • Demonstrates strong executive presence and strategic thinking skills
  • Ability to evaluate and communicate operational metrics and issues to leadership
  • A thorough understanding of the interdependence of systems and their impact to the business
  • End to end infrastructure lifecycle experience from "chip to chiller" inclusive of servers, storage, data centers, databases, middleware and web/application environments
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
  • Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations
  • Experience in working with multi-vendor development environment
  • Strong analytical, problem-solving, and decision-making capabilities
  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
  • Experience of working with ServiceNow platform for global customers
  • ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist
  • Agile/Scrum certifications
  • ITIL Foundations Certification


CORE WORK ACTIVITIES

Architecture & Strategy
  • Define and maintain the enterprise architecture roadmap for ITSM virtual agents and conversational AI platforms
  • Design scalable, secure, and reusable frameworks for:
  • Virtual agent workflows and orchestration
  • AI-driven automation and self-healing capabilities
  • Integration with ITSM, HRSD, ACD/IVR, and external systems
  • Establish architecture standards, design patterns, and governance models for virtual agent solutions
  • Partner with product and business leaders to translate roadmap priorities into technical designs
  • Evaluate emerging AI/GenAI technologies and define adoption strategies

Solution Design & Development Leadership
  • Act as a hands-on lead developer, contributing directly to design, prototyping, and development of complex virtual agent solutions
  • Lead 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 layers
  • Integration services and automation frameworks
  • AI/ML-enabled workflows
  • Define and implement advanced conversational design patterns, including:
  • Intent classification and entity recognition
  • Multi-turn dialogue orchestration
  • Context management and session memory
  • Lead development of reusable frameworks, accelerators, and shared services
  • Conduct code reviews and enforce engineering best practices across teams

Software Engineering & AI Development
  • Design, develop, and maintain backend services and AI enablement layers supporting virtual agent solutions
  • Utilize Python as a primary development language for:
  • AI/ML integration and orchestration
  • Workflow automation and data processing pipelines
  • API development and service orchestration
  • Develop and integrate solutions using:
  • REST and event-driven APIs
  • Microservices and cloud-native architectures
  • Build components supporting:
  • LLM-based conversational workflows and prompt execution
  • Knowledge retrieval and search augmentation
  • Intelligent routing and decisioning logic
  • Partner with AI and data teams to bring models into production-ready solutions
  • Ensure engineering solutions meet enterprise standards for scalability, security, and reliability


About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ

Similar Jobs

More Jobs at Marriott International

More Information Technology Jobs

Find similar FLEX Director, Solution Architect jobs: