Manager, Software Engineering Omni Channel Management

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.

Overview

As the Manager of Software Engineering, you will lead the Omni Channel team within Customer Support Management (CSM). This hands-on leadership role will set technical direction, driving execution of key initiatives such as Voice AI, Chat AI, Contact Center Integrations among other Omni Channel capabilities. In addition you will also oversee engineering operations, ensure product quality and scalability, and foster collaboration across global teams.

About the Role:

As a Manager, Software Engineering Management, you will set technical direction and serve as a thought partner to your engineers and product counterparts, staying close enough to the work to make sound technical judgments and unblock your team when it matters. You will lead a team as a people manager, investing in their growth deliberately, raising the performance bar with intention rather than simply maintaining it, and consistently creating space for innovation alongside a fast-moving technical growth.

What you get to do in this role:

• Manage product development activities and oversee end-to-end engineering deliverables.
• Manage and build a team of engineers by identifying individual strengths, providing career development, and proactively elevating engineers.
• Manage daily activities and lead monthly release cycles with product management, providing technical feedback to maintain delivery velocity, ensuring engineering excellence and code quality.
• Design conversational experiences across chat and voice. Build experiences that hold context across turns, hand off cleanly between automated and human agents, and behave consistently across channels - accounting for what voice imposes: latency budgets, barge-in, speech recognition error, disambiguation, and confirmation before consequential actions.
• Build AI native applications. Design and ship applications built around agentic behavior - intent interpretation, multi-step reasoning, tool invocation, and action on the user's behalf - together with the data models, integrations, and channels that make them usable in production.
• Design AI-driven autonomous workflows. Decompose business processes into the steps and decision points an agent can execute - determining where autonomy is appropriate, where a human checkpoint is required, and how exceptions, retries, and hand-back to a person are handled.
• Build automated evaluation and test non-deterministic behavior. Design and operate the evaluation that makes change safe - golden datasets, multi-turn conversation suites, model-as-judge scoring calibrated to human review, CI gates, and drift detection - plus adversarial, jailbreak, grounding, and tool-selection testing.
• Specify precisely and direct AI coding agents. Convert requirements into testable specifications with explicit scope, constraints, and acceptance criteria; decompose work into agent-sized tasks; and review agent output for correctness and maintainability. You own the result regardless of what produced it.
• Own quality, safety, and reliability in production. Monitor conversation quality, containment,…