Staff Machine Learning Engineer_Voice AI Engineer

ServiceNow; Santa Clara (CA); On-site; USD 176,000 - 308,000; Full time

Benefits offered by this job

Health plans

401(k) plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a senior engineer to design and scale its Voice AI platform from Santa Clara, CA. You will contribute to core Voice Platform components, including Audio Acquisition, Conversation Management, Speech Generation, and self-hosted models, while collaborating with product managers to meet customer needs.

You will build distributed systems across multiple regions, applying DevOps practices, code reviews, and unit testing to ensure reliability.

Qualifications

• 8+ years of relevant industry experience.
• Hands-on experience building distributed Voice AI systems at large scale.
• 4+ years building LLM-based applications (integrating models, not training).
• 4+ years development experience with Python, Golang, Java, or similar languages.
• 2+ years building agents (prompt engineering) and developing LLM-based experiences.
• Experience operating highly available distributed workloads on Kubernetes with a DevOps approach.
• Experience building software for compliance and security in regulated environments is an asset.

Responsibilities

• Help design, develop, and implement ServiceNow’s core Voice Platform components.
• Partner with product managers to address customer use cases and challenges.
• Build and deploy large-scale Voice AI distributed systems across regions and datacenters.
• Create clean, scalable code with code reviews and unit testing.
• Advance SRE by turning operational use cases into tooling requirements.
• Mentor colleagues and promote knowledge sharing across Voice AI engineering disciplines.

Skills

Distributed systems design

LLM-based applications

Python

Golang

Java

Agents / prompt engineering

Kubernetes

DevOps practices

AI integration

Tools

Self-hosted Voice AI models

Claude Code

Cursor

Windsurf

APIs

Job description

Design and scale Voice AI for real customer outcomes with ServiceNow. You will contribute to the core Voice Platform and distributed Voice AI systems, working alongside product managers while following strong software quality standards and SRE practices. This onsite role is based in Santa Clara, CA and supports a team culture of knowledge sharing across Voice AI engineering disciplines.

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

What you’ll work on

• Help design, develop, and implement ServiceNow’s core Voice Platform components, including Audio Acquisition, Conversation Management, Speech Generation, API integration, 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 for customer success
• Build and deploy large-scale Voice AI distributed systems spanning multiple regions and datacenters
• Create clean, scalable, reusable code by applying software engineering architecture and process best practices such as code reviews and unit testing
• Advance continuous improvement in SRE by turning operational use cases into requirements for software tooling
• Mentor colleagues and support knowledge-sharing across Voice AI engineering disciplines

What you bring

• 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 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
• Strong critical thinking around AI integrations for work processes, decision-making, or problem-solving, including using AI tools, automating workflows, analyzing AI-driven insights, or evaluating AI impact on the function or industry
• Experience building with AI tools such as Claude Code, Cursor, and Windsurf

Tools and technologies

• 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 location and persona

Work personas (flexible, remote, or required in office) are assigned based on the nature of work and assigned location. To determine eligibility, 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 receive consideration without regard to 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 will be considered in accordance with legal requirements.

Accommodations

If you require a reasonable accommodation to complete any part of the application process, or you are unable to use the online application and need an alternative method to apply, contact [e-mail].

Export control regulations

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