Staff Machine Learning Engineer_Voice AI Engineer

Join ServiceNow to help shape the Voice Platform and Voice AI distributed systems that power real-time conversations at scale. This Staff-level role is focused on building core voice capabilities, improving reliability practices through operational feedback, and sharing knowledge across Voice AI engineering. Work will be based in Santa Clara, CA (onsite).

Salary range: USD 176,100 - 308,200 per year. Experience: 8+ years.

What you’ll do

• Design, develop, and implement the core Voice Platform, including Audio Acquisition, Conversation Management, Speech Generation, API integration, self-hosted Voice AI models, and Voice Harness
• Partner with product managers to understand customer use cases and technology challenges, then deliver capabilities that support customer success
• Build and deploy large-scale Voice AI distributed systems across multiple regions and datacenters
• Write high-quality, clean, scalable, reusable code by applying strong software engineering practices such as code reviews and unit testing, grounded in sound architecture and process
• Contribute to continuous improvement of SRE practices by turning operational learnings into requirements for software tooling
• Mentor colleagues and promote knowledge sharing across Voice AI engineering disciplines

Requirements

• 8+ 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 of development experience with Python, Golang, Java, or similar languages
• 2+ years 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 think critically about AI integrations for work processes, decision-making, or problem-solving, including use of AI tools, automating workflows, analyzing AI-driven insights, or evaluating AI impact
• Experience building with AI tools such as Claude Code, Cursor, and Windsurf

Technologies you’ll work with

• Python, Golang, Java
• LLM-based applications
• Kubernetes, DevOps, API
• Self-hosted Voice AI 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

Work persona and location

Work personas (flexible, remote, or required in office) are assigned based on the nature of the work and the employee’s assigned work location. ServiceNow may confirm the distance between an applicant’s primary residence and the closest ServiceNow office using a third-party service.

Equal opportunity

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. 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 positions requiring access to controlled technology, ServiceNow may be required to obtain export control approval for certain individuals. Employment is contingent upon ServiceNow obtaining any export license or other approval required by relevant export control authorities.