The Digital Channel Transformation Engineering Specialist is part of the IT Operations team within PepsiCo. The role leads the engineering transformation of digital channels through AI, agentic capabilities, Now Assist Virtual Agent, Portal, and voicebot, while partnering with the ServiceNow team to deliver reliable ITSM experiences.
Responsibilities
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.
Qualifications
6+ years of software engineering, automation, platform engineering, or related technical delivery experience, including hands-on development.
Strong programming and integration skills, including Python, JavaScript or similar languages, REST APIs, authentication, event-driven patterns, and automated testing.
Proven experience designing, building, and deploying LLM-powered applications, AI assistants, chatbots, voicebot, or intelligent automation solutions.
Strong understanding of LLMs, prompt engineering, NLP, embeddings, vector search, RAG patterns, and model evaluation techniques.
Experience identifying and delivering agentic AI opportunities using orchestration frameworks or platforms such as LangGraph, ServiceNow AI, CrewAI, or equivalent technologies.
Experience engineering production AI solutions with observability, tracing, evaluation, monitoring, security, privacy, responsible AI, and cost-awareness in mind.
Ability to define and use agent performance metrics, including response quality, task completion, latency, tool reliability, containment or handoff, adoption, safety, and operating cost.
Ability to design scalable AI platform components and integrate them with Now Assist Virtual Agent , Portal, voice, mobile, enterprise services, data sources, and third-party tools.
Strong analytical and problem-solving skills, with the ability to turn business needs into pragmatic, well-engineered digital-channel and AI solutions.
Excellent written and verbal communication skills, including the ability to explain complex AI concepts, risks, and trade-offs concisely.
Experience working with ServiceNow ITSM, including configuration, scripting, Flow Designer, workflow or process automation, and ITIL-aligned service-management controls.
Experience with Agile ways of working, including Scrum ceremonies, backlog refinement, and delivery through user stories.
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