Machine Learning Engineer, Agentic Product - Moveworks

ServiceNow•Mountain View, CA

3d•Onsite

About The Position

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce. Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt. Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award. In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s leading workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work. By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business. Come join us! ServiceNow It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Requirements

A strong foundation in computer science and software engineering, coupled with expertise in building scalable systems.
A deep understanding of clean, modular, and scalable API design.
The ability to champion best coding practices and influence fellow engineers to uphold high standards of code quality and craftsmanship.
A passion for optimizing systems and improving performance.
Well-versed in tracing, logging, and metrics frameworks, and possess a systematic approach to quickly identify and resolve latency bottlenecks, race conditions, and throughput limitations.
The ability to independently research new requirements and develop innovative solutions.
Thrive in an environment of fast-paced coding and execution, embracing rapid iterations to deliver results.
Strong communication skills to effectively articulate rationales and design approaches.
Cross-functional awareness that enables seamless collaboration with various teams.
A bachelor's degree or higher in computer science or a related field.
2+ years of professional development experience, specifically in building systems at scale.

Responsibilities

Scaling and optimizing a cutting-edge Generative AI product that offers instant assistance to enterprise users.
Applying abstraction, scalability, and optimization to a dynamic, probabilistic, and generative conversational system.
Working at the core of Moveworks Generative AI product, scaling and optimizing it to meet the growing demands of the enterprise solution space.
Encouraging innovative ideas and imagination to solve unsolved problems.
Collaborating closely with machine learning experts and cross-functional teams, rapidly iterating over new ideas, and leveraging user behavior data to make informed decisions.
Scaling and optimizing our conversation engine to support hundreds of millions of users, across multiple chat channels and use cases.
Enhancing our end-to-end product infrastructure with the utmost engineering quality and robustness.
Constructing an extensive product infrastructure, complete with user-friendly interfaces that empower engineers and configurators to effortlessly customize and optimize generative AI models.
Collecting data and feedback, adapting to diverse enterprise use cases and business contexts, and delivering domain-specific conversational experiences.
Designing scalable API abstractions for our conversation platform, which supports all popular chat clients (for example, MSTeams, Slack, and Web) and offers a neutral API for developing other parts of the engineering system.
Optimizing the dialog engine to accommodate a wide range of conversational features, leveraging private domain knowledge unique to each enterprise customer in the cloud, and enabling real-time multilingual translation.
Achieving minimal memory footprint, low latency, and streamlined development process for application engineers.
Championing the best practices for coding patterns, API design, scalability, robustness, and optimization.
Fostering a culture of excellence and continuous improvements among fellow engineers.
Providing comprehensive insights and visibility into the performance of our conversational AI product.
Implementing a robust logging and tracing framework, user-friendly debugging and triaging tools, and automated metrics for efficient monitoring and analysis.
Collaborating closely with ML engineers, application engineers, product teams, and customer support teams to drive the development of new features and scalability initiatives.