Machine Learning Engineer - VoIP Infrastructure

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.

As a Staff Machine Learning Engineer - VoIP Infrastructure you will:

• 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 developersoperatingin production voice environments.
• Build high-quality, clean,scalableand 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.

To be successful in this role you have:

• Hands-on experience building VoIP systems using SIP/RTP protocols;
• Practical knowledge of Kamailio,RTPEngine,Free SWITCH, SBCs, andPSTNsystems(or similar);
• Working knowledge of PSTN infrastructure and telecom protocols;
• 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 Dev Ops approach.
• Working experience building distributed systems with cloud-native software;
• Experience with software-defined networking, infrastructure as code and configuration management;
• Experience with Dev Ops tooling (e.g. Helm / Ansible / Kubernetes / Prometheus /Splunk/ Git Lab CI) is considered an asset
• Experience building software for compliance and security in regulatedenvironmentsis considered an asset
• 4+ years of experience with infrastructure and platform operations, deployments, SRE, and Dev Ops with a continued focus on improving Platform healthis considered an asset

For positions in this location, we offer a base pay of $176,100 - $308,200
, plus 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,…