Senior Machine Learning Engineer_Voice AI Engineer

Position: Senior Staff Machine Learning Engineer_Voice AI Engineer
Company Description 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.

Job Description What you get to do in this role:

Contribute to the design, development and implementation of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, Voice Harness) Partner with product managers to work with customers, understand their use cases and technology challenges, and build for their success Build and deploy large Voice AI distributed systems at scale spanning multiple regions and datacenters Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)

Contribute to the continuous improvement of the SRE practice by turning operational use cases into requirements for software tooling Be a mentor for colleagues and help promote knowledge-sharing across Voice AI engineering disciplines Qualifications To be successful in this role you have:12+ year of relevant industry experience Hands-on experience building distributed Voice AI systems with a large operational scale 4+ years building LLM-based applications (integrating models, not training) 4+ years of development experience with Python, Golang, Java, or similar languages. 

2+ years of experience building agents (prompt engineering) and developing LLM-based experiences

Working experience operating highly available distributed workloads on Kubernetes following a Dev Ops approach.  Experience building software for compliance and security in regulated environments is considered an asset  Critically thinking around AI integrations for work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.   Experience building with AI tools such as Claude Code, Cursor, Windsurf For positions in this location, we offer a base pay of $201,300 - $352,300, 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, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and…