Senior Staff Machine Learning Engineer_Voice AI

ServiceNow; San Diego (CA); On-site; USD 181,000 - 317,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Family leave programs

Job summary

ServiceNow in San Diego seeks a Senior Voice AI Engineer to design and scale the core Voice Platform, implementing distributed systems and collaborating with product teams to meet customer needs. You will build reliable AI-enabled workflows and contribute to deployment at scale.

Strong coding in Python/Go/Java, Kubernetes, and DevOps practices are required, along with mentoring responsibilities and a focus on secure, compliant software for a global platform.

Qualifications

• 12+ years of relevant industry experience.
• Hands-on experience building distributed Voice AI systems with a 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 of experience building agents (prompt engineering) and developing LLM-based experiences.
• Working experience operating highly available distributed workloads on Kubernetes following a DevOps approach.
• Experience building software for compliance and security in regulated environments is considered an asset.
• Critically thinking around AI integrations for work processes, decision-making, or problem-solving.
• Experience building with AI tools such as Claude Code, Cursor, Windsurf

Responsibilities

• Contribute to the design, development and implementation of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, Voice Harness)
• Partner with product managers to work with customers, understand their use cases and technology challenges, and build for their success
• Build and deploy large Voice AI distributed systems at scale spanning multiple regions and datacenters
• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Contribute to the continuous improvement of the SRE practice by turning operational use cases into requirements for software tooling
• Be a mentor for colleagues and help promote knowledge-sharing across Voice AI engineering disciplines

Skills

Distributed systems

LLM integration

Prompt engineering

Kubernetes DevOps

Software design

AI tooling

Mentoring

Tools

Python

Golang

Java

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

• Contribute to the design,developmentand implementation of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, Voice Harness)

• Partner with product managers to work with customers, understand their use cases and technology challenges, and build for their success

• Build and deploy large Voice AI distributed systems at scale spanning multiple regions and datacenters

• Build high-quality, clean,scalableand reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)

• Contribute to the continuous improvement of the SRE practice by turning operational use cases into requirements for software tooling

• Be a mentor for colleagues and help promote knowledge-sharing across Voice AI engineering disciplines

Qualifications

To be successful in this role you have:

• 12+ year of relevant industry experience

• Hands‑on experience building distributed Voice AI systems with a 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 of experiencebuilding agents (prompt engineering) and developing LLM-based experiences

• Working experience operating highly available distributed workloads on Kubernetes following a DevOps approach.

• Experiencebuilding software for compliance and security in regulated environmentsisconsidered an asset

• Critically thinking around AI integrations for work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• Experience building with AI tools such as Claude Code, Cursor, Windsurf

For positions in this location, we offer a base pay of $181,200 - $317,100plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. 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 Employer

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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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