Machine Learning Engineer_Voice AI Engineer

Design and scale Voice AI for real customer outcomes with Service Now. You will contribute to the core Voice Platform and distributed Voice AI systems, working alongside product managers while following strong software quality standards and SRE practices. This onsite role is based in Santa Clara, CA and supports a team culture of knowledge sharing across Voice AI engineering disciplines.

Salary range: USD 176, per year.
Experience: 8+ years.

• Help design, develop, and implement Service Now’s core Voice Platform components, including Audio Acquisition
  , Conversation Management
  , Speech Generation
  , API integration
  , self-hosted Voice AI models
  , and Voice Harness
• Partner with product managers to work with customers, understand use cases and technology challenges, and build solutions for customer success
• Build and deploy large-scale Voice AI distributed systems spanning multiple regions and datacenters
• Create clean, scalable, reusable code by applying software engineering architecture and process best practices such as code reviews and unit testing
• Advance continuous improvement in SRE by turning operational use cases into requirements for software tooling
• Mentor colleagues and support knowledge-sharing across Voice AI engineering disciplines

• 8+ years of relevant industry experience
• Hands-on experience building distributed Voice AI systems at large operational scale
• 4+ years building LLM-based applications (integrating models, not training)
• 4+ years development experience with Python
  , Golang
  , Java
  , or similar languages
• 2+ years building agents (prompt engineering) and developing LLM-based experiences
• Working experience operating highly available distributed workloads on Kubernetes using a Dev Ops approach
• Experience building software for compliance and security in regulated environments is an asset
• Strong critical thinking around AI integrations for work processes, decision-making, or problem-solving, including using AI tools, automating workflows, analyzing AI-driven insights, or evaluating AI impact on the function or industry
• Experience building with AI tools such as Claude Code
  , Cursor
  , and Windsurf

• Python, Golang, Java
• LLM-based applications
• Kubernetes, Dev Ops, API
• Self-hosted Voice AI models
• Claude Code, Cursor, Windsurf

• Health plans, including flexible spending accounts
• 401(k) plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Work personas (flexible, remote, or required in office) are assigned based on the nature of work and assigned location. To determine eligibility, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now is an equal opportunity employer. All qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or other categories protected by law. Applicants with arrest or conviction records will be considered in accordance with legal requirements.

If you require a reasonable accommodation to complete any part of the application process, or you are unable to use the online application and need an alternative method to apply, contact .

For positions requiring access to controlled technology subject to export control regulations, Service Now may need to obtain export control approval for certain individuals. Employment is contingent upon Service Now obtaining any required export license or other approval from relevant export control authorities.