Senior Staff Machine Learning Engineer- Voice AI

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future.

You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. We are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k+ enterprise customers around the world.

• Lead the architecture and technical direction of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, Voice Harness)
• Design and drive large-scale, complex agentic systems, including agent orchestration, routing, tool calling and multi-agent workflows, with strict latency and reliability targets
• Partner with product managers, customers and senior leadership to shape the platform roadmap around real use cases and technology challenges
• Own the design and delivery of Voice distributed systems at scale, spanning multiple regions and data centers
• Set engineering standards for architecture, code quality and processes (design reviews, code reviews, testing) across teams
• Drive the evolution of the SRE practice by turning operational learnings into platform capabilities and tooling
• Mentor Staff and Senior engineers, grow technical leaders, and promote knowledge-sharing across Voice AI engineering disciplines

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 12+ years of relevant industry experience, including technical leadership of large, cross-team initiatives
• A proven track record of architecting and shipping distributed Voice AI or voice platform systems (real-time audio, STT/TTS, telephony or WebRTC) at large operational scale
• 5+ years designing and leading large-scale, complex agentic systems in production (agent orchestration, tool calling, multi-agent coordination)
• 6+ years of development experience with Python, Golang, Java or similar languages
• 3+ years building LLM-based applications (integrating models, not training), including experience with self-hosted model deployment
• Deep experience operating highly available distributed workloads on Kubernetes following a DevOps approach
• Ability to influence architecture and engineering direction across multiple teams and stakeholders
• Experience building software for compliance and security in regulated environments is considered an asset
• Critical thinking about AI integrations for work processes, decision-making or problem-solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience building with AI tools such as Claude Code, Cursor and Windsurf

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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