ServiceNow is hiring a Staff Machine Learning Engineer to design and build VoIP infrastructure and observability capabilities that support AI-driven voice workloads. The position is focused on integrating voice platforms with telecom systems and bringing LLM-powered features into real-time communication environments in production.
Location and Work Setup
Seattle, WA (onsite)
Compensation
USD 176,100 - 308,200 per year
Role Responsibilities
- Design, develop, and implement VoIP infrastructure, telephony platforms, and observability features that enable AI-driven voice workloads.
- Partner with engineering, Product, and infrastructure teams to help ensure voice and AI platforms perform efficiently, scale reliably, and integrate across SIP/RTP, Kamailio, RTPEngine, and related telecom systems.
- Advance SRE practices by translating operational telephony and AI workload use cases into requirements for software tooling.
- Support deployment and ongoing operations for VoIP systems and for AI/ML developers using production voice environments.
- Deliver high-quality, clean, scalable, and reusable code by applying software engineering architecture and process best practices, including code reviews and unit testing.
- Work with product owners to understand detailed requirements and own code delivery across design, implementation, test automation, and release, spanning both telephony infrastructure and LLM integration layers.
- Apply experience integrating LLMs into voice platforms and real-time communication systems.
- Mentor colleagues and support knowledge-sharing across telecom and AI engineering disciplines.
Required Qualifications
- Hands-on experience building VoIP systems using SIP/RTP protocols.
- Practical knowledge of Kamailio, RTPEngine, FreeSWITCH, SBCs, and PSTN systems (or similar).
- Working knowledge of PSTN infrastructure and telecom protocols.
- Experience integrating applications on top of LLMs using existing models (not building the models).
- Experience with prompt engineering and building LLM-based features.
- 4+ years of development experience with Python, GoLang, Java, or similar languages.
- 4+ years operating highly available distributed workloads on Kubernetes using a DevOps approach.
- Working experience building distributed systems with cloud-native software.
- Experience with software-defined networking, infrastructure as code, and configuration management.
- DevOps tooling experience is considered an asset, including Helm, Ansible, Kubernetes, Prometheus, Splunk, and GitLab CI.
- Experience building software for compliance and security in regulated environments is considered an asset.
- 4+ years of infrastructure and platform operations, deployments, SRE, and DevOps, with a continued focus on improving platform health, is considered an asset.
Technologies
- SIP/RTP
- Kamailio
- RTPEngine
- Telecom systems
- FreeSWITCH
- SBCs
- PSTN systems and PSTN infrastructure
- LLMs
- Python, GoLang, Java
- Kubernetes
- Helm
- Ansible
- Prometheus
- Splunk
- GitLab CI
- Software-defined networking
- Infrastructure as code
- Configuration management
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 of $176,100 - $308,200
- Equity (when applicable)
- Variable/incentive compensation
Workplace and 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.
Work Persona Details
Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned location. To determine eligibility, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Accommodations
If you require a reasonable accommodation to complete any part of the application process, or are unable to use the online application and need an alternative method to apply, contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need to obtain export control approval from government authorities for certain individuals. Employment is contingent on ServiceNow obtaining any export license or other approval required by relevant export control authorities.
