About the role
Overview of Role
The Senior ServiceNow Developer is a senior technical contributor within the Contact Centre & Guest Experience pod of the ServiceNow Platform team.
This role is responsible for designing, developing, integrating, and supporting solutions that improve how guests interact with WestJet across digital, assisted, and AI-enabled channels. Working closely with Product Owners, Business Analysts, Solution Architects, Contact Centre stakeholders, and platform partners, the Senior Developer delivers capabilities that enhance the guest experience, increase automation, improve agent efficiency, and support scalable growth.
The successful candidate combines strong ServiceNow development expertise with a deep understanding of customer-facing workflows, integrations, conversational AI, and enterprise platform engineering. They are expected to lead technical design decisions, mentor other developers, and help shape the future of guest engagement capabilities on the platform.
Pod Focus Areas
The Contact Centre & Guest Experience pod delivers and supports capabilities including:
ServiceNow Customer Service Management (CSM)
AI Voice
Virtual Agent and conversational experiences
Case management and fulfilment workflows
Knowledge and self-service experiences
Workflow automation and orchestration
Customer experience analytics and insights
What Success Looks Like
A successful Senior Developer in this role:
Delivers complex guest-facing solutions with minimal oversight.
Designs scalable integrations between ServiceNow and customer engagement platforms.
Creates intelligent automation that improves both guest and employee experiences.
Balances delivery speed with platform sustainability and maintainability.
Acts as a technical leader within the pod and elevates the capabilities of the broader development team.
Identifies opportunities to improve the guest journey beyond the immediate requirements presented.
Helps establish the ServiceNow platform as a strategic enabler of guest experience transformation across WestJet.
