Staff ML Engineer, VoIP Infra & AI Voice Platforms

ServiceNow; Boston (MA); Hybrid; USD 170,000 - 230,000; Full time

Benefits offered by this job

Flexible work persona

Job summary

ServiceNow in Boston seeks a Staff Machine Learning Engineer for VoIP infrastructure to design and implement VoIP systems powering AI-driven voice workloads. You'll collaborate with cross-functional teams to ensure scalable, reliable voice and AI platforms across SIP/RTP, Kamailio, RTPEngine, and related telecom tech.

You will drive SRE improvements, deploy and support VoIP systems for production AI workloads, and mentor engineers while embedding best practices in software architecture and CI/CD

Qualifications

• Hands-on experience building VoIP systems using SIP/RTP protocols.
• Practical knowledge of Kamailio, RTPEngine, FreeSWITCH, SBCs, and PSTN systems.
• Experience integrating applications on top of LLMs (using existing models, not building them).
• Experience in prompt engineering and developing LLM based features
• 4+ years of development experience with Python,GoLang, Java or similar languages.
• 4+ years of experience operating highly available distributed workloads on Kubernetes following a DevOps approach.

Responsibilities

• Contribute to the design, development and implementation of VoIP infrastructure, telephony platforms, and observability features that power AI-driven voice workloads
• Collaborate with engineering, Product, and infrastructure teams to ensure our voice and AI platforms perform efficiently, scale reliably, and integrate seamlessly across SIP/RTP, Kamailio, RTPEngine, and related telecom systems.
• Contribute to the continuous improvement of the SRE practice by turning operational telephony and AI workload use cases into requirements for software tooling.
• Contribute to the execution of deployment and support activities for VoIP systems and AI/ML developers operating in production voice environments.
• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.).
• Work with product owners to understand detailed requirements and own your code from design, implementation, test automation, and delivery — spanning both telephony infrastructure and LLM integration layers.
• Experience integrating LLMs into voice platforms and real-time communication systems.
• Be a mentor for colleagues and help promote knowledge-sharing across telecom and AI engineering disciplines.

Skills

VoIP experience

SIP/RTP

LLM integration

Python/Go/Java

Kubernetes/DevOps

Distributed systems

IaC/Config mgmt

Prompts engineering

Tools

Kamailio

RTPEngine

FreeSWITCH

Job description

ServiceNow in Boston seeks a Staff Machine Learning Engineer for VoIP infrastructure to design and implement VoIP systems powering AI-driven voice workloads. You'll collaborate with cross-functional teams to ensure scalable, reliable voice and AI platforms across SIP/RTP, Kamailio, RTPEngine, and related telecom tech.

You will drive SRE improvements, deploy and support VoIP systems for production AI workloads, and mentor engineers while embedding best practices in software architecture and CI/CD