Senior Solutions Architect (Edwin AI)
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- The Senior Solutions Architect, Edwin, owns complex and strategic Edwin implementations and operating-model handoffs within the AI Delivery motion, especially where Edwin runs in parallel with Envision, third-party data sources, ITSM workflows, FDE support, or partner delivery
- This role acts as a senior technical advisor, regional or domain subject-matter expert, mentor, and cross-functional delivery leader
- You’ll handle complex customer environments, advanced ITSM workflows, multi-platform integrations, pre-sales validation, repeatable delivery patterns, Project transition risks, and structured feedback to Product and Engineering
- This role is not simply “more implementations.” You will be expected to reduce delivery risk, improve time-to-value, mentor others, build repeatable practices, and help scale delivery beyond individual heroics
- That aligns with the transcript discussion around senior roles focusing on strategic work, complex accounts, enablement, regional expertise, and process-building rather than repetitive project churn
- Lead complex or strategic Edwin implementations for enterprise and high-value customers
- Design advanced Edwin solutions that coordinate with Envision, core PS/PM ownership, ITSM workflows, third-party observability sources, FDE support, and partner-delivered work
- Own architecture for complex event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting
- Support major customers where continuity, regional context, Project transition planning, or advanced technical judgment is required
- Ensure complex implementations drive measurable time-to-value while protecting core PS capacity and customer continuity
- Experience designing integrations across multiple monitoring, observability, APM, ITOM, analytics, and workflow platforms
- Strong working knowledge of service delivery, observibility/monitoring handoff points, data flows, ITSM workflows, third-party observability sources, and the broader customer operations ecosystem
- Strong understanding of event correlation, alert noise reduction, ticket enrichment, routing, escalation, incident lifecycle design, and operational handoffs
- Deep working experience with ITSM platforms such as ServiceNow, Freshservice, and ConnectWise
- Advanced ability to translate tasks, events, alerts, incidents, tickets, changes, escalations, and remediation steps into ITOps workflows
- 6+ years experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering