CRM Advisory Solution Consultant

Responsibilities

• Build & Deploy
• Design and build AI-native CRM workflows on the Now Platform-agentic automations, Now Assist configurations, RAG-based assistants, and API-driven integrations-going from whiteboard to working prototype within a single engagement cycle.
• Write and maintain integration scripts using JavaScript (Glide), REST/GraphQL APIs, and orchestration tooling; own the technical quality of what goes into production.
• Architect reusable assets-prompt templates, Flow Designer scaffolds, integration libraries, demo environments-that accelerate future Federal engagements across the team.
• Lead AI Evaluation (AI Eval) sessions with customers, connecting platform capabilities to measurable Federal workflow outcomes and building the evidence base for technical wins.
• Advise & Win
• Lead discovery workshops and executive engagements to surface the business problems that matter most-translating Federal agency priorities into CRM solution strategy.
• Own the technical win strategy for complex Federal opportunities: POC delivery, architecture decisions, competitive positioning, and stakeholder alignment from analysts to CIOs.
• Deliver compelling demonstrations across Sales Automation, Revenue Operations, Customer Service, Omnichannel Engagement, and AI-powered workflows-grounded in real Federal use cases.
• Contribute technical depth to RFP responses: architecture diagrams, integration specifications, AI Eval results, and data residency compliance documentation.
• Partner with Product, Customer Success, and Professional Services to ensure what you promise in presales lands successfully in deployment.
• Navigate Federal Complexity
• Apply deep understanding of Brazilian Federal procurement-budget cycles, LGPD and data sovereignty requirements, security frameworks-to design solutions that can actually be approved and deployed.
• Integrate with legacy government systems (SAP, Oracle, ERPs, custom APIs) common in Federal agencies; design for interoperability, not replacement.
• Build and maintain trust with technical and executive stakeholders across Federal institutions-operating as a long-term partner, not a one-time vendor.

Requirements

• Required
• 5+ years of Solutions Consulting, Sales Engineering, or Technical Consulting experience in enterprise SaaS-with a track record of owning technical wins, not just supporting them.
• Hands-on ability to build and deploy integrations or automations using REST APIs, webhooks, or platform scripting (JavaScript/Glide, Python, or equivalent); a GitHub repo or deployed demo is a meaningful signal.
• Working knowledge of AI/LLM tooling: prompt engineering, AI agent design, or direct experience with Now Assist, Copilot Studio, or comparable enterprise AI products.
• Strong CRM, Customer Service, or Revenue Operations domain knowledge-enough to challenge a customer's current architecture, not just present slides about ServiceNow's.
• Experience in or demonstrated understanding of the Brazilian Federal/public sector: procurement dynamics, institutional decision-making, and compliance landscape.
• Fluent Portuguese and English; Spanish is a strong plus given the broader AMS team footprint.
• Preferred
• Proficiency in backend scripting (Python, Node.js) and/or frontend development (React, Angular) used in real customer or side-project deployments-not just awareness.
• Familiarity with LLM orchestration frameworks (LangChain, Semantic Kernel) and vector search / RAG architecture.
• Experience with cloud infrastructure on AWS, Azure, or GCP: containers, CI/CD pipelines, or infrastructure-as-code basics (Terraform, CloudFormation).
• Direct experience with competing CRM or customer service platforms (Salesforce, Microsoft Dynamics, SAP CX, Zendesk) at an architectural level-understanding their trade-offs, not just their feature lists.
• Comfort contributing to shared enablement: documenting patterns, building reusable demo assets, and coaching peers on technical topics.
• Willingness to travel within Brazil and occasionally across AMS for strategic Federal engagements and team events.
• What This Role Is Not
• This role will be evaluated differently from a traditional SC. You will be expected to demo from a con

Additional Information

Role Overview This is not a traditional presales role. As a CRM Advisory Solutions Consultant on the Federal team in Brazil, you will act as an embedded technical advisor and AI builder for our most strategically important public sector accounts. You partner with Account Executives and customer engineering teams to design, prototype, and deploy AI-native CRM solutions on the Now Platform-moving from discovery to working solution in live environments. You are the person who closes the gap between what ServiceNow CRM can do and what the customer is ready to run in production. In the Federal segment, that means navigating government procurement cycles, LGPD data residency requirements, and legacy system integration-while delivering technical wins that stand on their own.

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