Senior Staff Machine Learning Engineer

ServiceNow is building and operating core capabilities for its Voice Platform, including large-scale Voice AI distributed systems designed to run reliably across complex infrastructure. This onsite role in Santa Clara partners with product and engineering teams to deliver voice experiences, strengthen SRE tooling through real operational learnings, and share expertise across Voice AI disciplines.

The Senior Staff Machine Learning Engineer will help shape the end-to-end Voice Platform and contribute to distributed system design, deployment, and quality improvements. You will also support cross-functional work with product managers to translate customer use cases and technical challenges into platform outcomes.

What you will do

• Contribute to the design, development, and implementation of the core Voice Platform, including Audio Acquisition, Conversation Management, Speech Generation, API integration, integration with self-hosted Voice AI models, and Voice Harness
• Partner with product managers to work with customers, understand use cases and technology challenges, and build solutions that support customer success
• Build and deploy large-scale Voice AI distributed systems spanning multiple regions and datacenters
• Deliver high-quality, clean, scalable, and reusable code by applying best practices for architecture and engineering processes, including code reviews and unit testing
• Improve the continuous SRE practice by turning operational use cases into requirements for software tooling
• Mentor colleagues and promote knowledge-sharing across Voice AI engineering disciplines

What you bring

• 12+ years of relevant industry experience
• Hands-on experience building distributed Voice AI systems at large operational scale
• 4+ years building LLM-based applications (integrating models, not training)
• 4+ years development experience with Python, Golang, Java, or similar languages
• 2+ years experience building agents (prompt engineering) and developing LLM-based experiences
• Working experience operating highly available distributed workloads on Kubernetes using a DevOps approach
• Experience building software for compliance and security in regulated environments is an asset
• Ability to critically think about AI integrations for work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, and assessing AI impact
• Experience building with AI tools such as Claude Code, Cursor, and Windsurf

Technology focus

• Voice Platform: Audio Acquisition, Conversation Management, Speech Generation, API, self-hosted Voice AI models, Voice Harness
• Distributed systems, Python, Golang, Java
• LLM-based applications and agents (prompt engineering)
• Kubernetes, DevOps
• Claude Code, Cursor, Windsurf

Compensation and benefits

• Base pay of $201,300 - $352,300 per year
• Equity (when applicable)
• Variable/incentive compensation and benefits
• Health plans
• Flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Work location and work persona

• Location: Santa Clara, CA (onsite)
• ServiceNow assigns work personas (flexible, remote, or required in office) based on the nature of the work and assigned work location
• 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

• ServiceNow is an equal opportunity employer
• All qualified applicants receive consideration without regard to protected characteristics, including race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or other categories protected by law
• Applicants with arrest or conviction records are 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 positions requiring access to controlled technology subject to export control regulations (including U.S. Export Administration Regulations, EAR), ServiceNow may need to obtain export control approval for certain individuals. Employment is contingent on ServiceNow obtaining any required export license or approval from relevant authorities.