Manager, AI-Driven OmniChannel Engineering

ServiceNow; Santa Clara (CA); On-site; USD 167,000 - 291,000; Full time

Job summary

ServiceNow is seeking a Manager of Software Engineering to lead the OmniChannel team within Customer Support Management. You will set technical direction for Voice AI, Chat AI, and integrations, while overseeing engineering operations and fostering global collaboration.

You will build and coach a team, guide end-to-end delivery, ensure quality, and design AI-native applications that scale in production, balancing autonomy with human oversight.

Qualifications

• Experience delivering AI-native applications and agentic instructions in production.
• Bachelor's degree in Computer Science, Software Engineering, or related field.
• Ability to work with customers in forward-deployed capacity is a plus.

Responsibilities

• Lead OmniChannel engineering across Voice and Chat AI initiatives.
• Manage and develop a team of engineers with career growth focus.
• Oversee end-to-end delivery, release cycles, and code quality.
• Design AI-driven autonomous workflows and conversational experiences across channels.
• Collaborate with product, design, and engineering to define success criteria and risk.

Skills

Software engineering

AI-native development

Autonomous workflows

Conversational design

Agentic instruction

Prompt engineering

Evaluation & testing

Architecture & specs

Security & data handling

Cross-functional leadership

Education

Bachelor's in CS/SE or related field

Job description

ServiceNow is seeking a Manager of Software Engineering to lead the OmniChannel team within Customer Support Management. You will set technical direction for Voice AI, Chat AI, and integrations, while overseeing engineering operations and fostering global collaboration.

You will build and coach a team, guide end-to-end delivery, ensure quality, and design AI-native applications that scale in production, balancing autonomy with human oversight.