Senior Software Engineer

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

The Staff Software Engineer, Voice Connectivity Engineering designs, builds, ships, and operates the connectivity layer between a customer's existing telephony and CCaaS environment and the Service Now Voice ecosystem. The engineer works across the full lifecycle: mapping a customer's SIP trunks, CTI integrations, and CCaaS-specific APIs, building and hardening the signaling, media, and event integrations that connect those systems to Service Now's Voice/CTI and Native Voice Controls platform, and proving through testing and production monitoring that calls connect, stay connected, and hand off cleanly under real network and carrier conditions.

This is not an agent-building role — the engineer is not primarily authoring the prompts or instructions that drive voice AI agent behavior — but it is the foundation those agents run on: without a reliable connectivity layer, no agent, however well designed, can reach a live caller.

Two things follow. First, correctness here is measured in call setup success, audio quality, latency, and failover behavior rather than model output — the engineer's product is a connection that has to hold up under real carrier, network, and vendor conditions, not just in a reference environment. Second, because every customer's telephony and CCaaS setup differs — different SIP providers, media gateways, authentication schemes, and CCaaS vendor quirks — the engineer must design integrations that are resilient and diagnosable, with clear failure signals when a segment of the call path breaks, rather than integrations that only work against the reference stack.

• Build the connectivity layer. Design, build, and operate the SIP trunking, signaling, and media integrations that connect a customer's telephony and CCaaS platform to Service Now's Voice/CTI and Native Voice Controls ecosystem.
• Integrate with CCaaS and telephony platforms. Implement and harden integrations using the common patterns of SIP trunking and signaling, Web Socket and streaming media APIs, and real-time audio and event interfaces — across CCaaS providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX and carrier setups.
• Own call path reliability. Design for call setup success, failover, and graceful degradation across carriers, media gateways, and network conditions; instrument and monitor the connectivity layer for latency, jitter, packet loss, and dropped-call causes.
• Deliver as a forward deployed engineer, embedded in the customer's environment. Work directly inside a customer's telephony, CTI, and CCaaS environment — mapping their existing architecture, standing up and tuning the connection into Service Now's Voice ecosystem, and troubleshooting live issues on their network and vendor stack.
• Feed the Voice AI agent layer cleanly. Ensure the audio, signaling, and event streams the connectivity layer delivers are clean, well-formed, and low-latency enough for the voice AI agents running on Service Now's Voice ecosystem to operate correctly — partnering with agent engineering…