Senior Machine Learning Engineer

Design, build, and improve Voice AI capabilities by applying linguistic and speech expertise across ServiceNow’s Voice Platform.

Responsibilities

• Contribute to the design, development, and implementation of Voice AI applications using linguistic and speech expertise across the Voice Platform components: Speech Recognition, Conversation Management, and Speech Generation
• Own language support end to end: add new languages and locales, and maintain language-specific instructions, normalization, and pronunciation rules
• Analyze complex speech problems across diverse languages, accents, and dialects
• Collaborate with other linguists to map the problem space for specific languages
• Diagnose language and speech failures in production calls, trace issues to the responsible component, and drive fixes with the team
• Partner with engineers to identify and solve the right linguistic problems, and contribute code for features that support the user experience
• Partner with product managers to work with customers, understand use cases and linguistic challenges, and build for customer success
• Design linguistic experiments to inform technology choices such as STT/TTS models and vendors for Voice AI applications
• Build tooling (with help of AI) to analyze linguistic problems at scale
• Mentor colleagues and support knowledge-sharing across linguistics and Voice AI engineering disciplines

Requirements

• Master’s or PhD in Linguistics, Cognitive Science, or a related field
• Specialization in phonetics, acoustics, psycholinguistics, or cognitive science (applied or interdisciplinary, not theoretical linguistics)
• 4+ years of experience in large-scale experiment design and quantitative research projects in an industry setting or applied research
• Hands-on experience building Voice AI applications
• Development experience with Python or similar languages
• Deep knowledge of the structure of several languages; fluency in a language other than English is a plus
• Ability to explain linguistic findings clearly to engineers, product managers, and customers
• Experience evaluating speech recognition and speech synthesis systems (considered an asset)
• Experience building applications on top of LLMs, including prompt engineering (considered an asset)
• Self-starter with an outcome-driven mindset and ability to work across many stakeholders
• Ability to think critically about integrating AI into work, including hands-on experience with AI tools such as Claude Code, Cursor, or Windsurf

Technologies

• Python
• STT/TTS models
• Claude Code
• Cursor
• Windsurf

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs
• Base pay: USD 161,300 - 274,200 per year, plus equity (when applicable), variable/incentive compensation, and benefits

Work Location and Work Persona

• Location: Santa Clara, CA (onsite)
• Work personas (flexible, remote, or required in office) depend on employee assignment
• ServiceNow may confirm distance from your primary residence to the closest office using a third-party service to determine eligibility for a work persona

Equal Opportunity Employer

• ServiceNow is an equal opportunity employer
• All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or other protected categories
• Applicants with arrest or conviction records will be considered in accordance with legal requirements

Accommodations

If you require a reasonable accommodation to complete any part of the application process, or cannot use the online application and need an alternative method to apply, contact [email protected].

Export Control Regulations

• For roles requiring access to controlled technology, ServiceNow may need to obtain export control approval from government authorities for certain individuals
• Employment is contingent on ServiceNow obtaining any required export license or approval