Senior Staff Machine Learning Engineer_Voice AI

ServiceNow•San Diego, CA

6d•$181,200 - $317,100

About The Position

The Senior Staff Machine Learning Engineer will contribute to the design, development, and implementation of ServiceNow’s core Voice Platform, including audio acquisition, conversation management, speech generation, integrations with API-based and self-hosted Voice AI models, and the Voice Harness. The role partners with product managers to understand customer use cases and technology challenges and build solutions that support customer success. The position involves building and deploying large-scale distributed Voice AI systems across multiple regions and datacenters, developing clean and reusable software, and upholding engineering best practices such as code reviews and unit testing. The engineer will also help improve SRE practices by translating operational use cases into software tooling requirements, and mentor colleagues while promoting knowledge-sharing across Voice AI engineering disciplines.

Requirements

12 or more years of relevant industry experience.
Hands-on experience building distributed Voice AI systems at large operational scale.
At least 4 years of experience building LLM-based applications, integrating models rather than training them.
At least 4 years of development experience with Python, Golang, Java, or similar languages.
At least 2 years of experience building agents through prompt engineering and developing LLM-based experiences.
Working experience operating highly available distributed workloads on Kubernetes following a DevOps approach.
Ability to think critically about AI integrations for work processes, decision-making, or problem-solving, including AI-powered tools, workflow automation, AI-driven insights, and AI’s potential impact on a function or industry.
Experience building with AI tools such as Claude Code, Cursor, or Windsurf.

Nice To Haves

Experience building software for compliance and security in regulated environments.

Responsibilities

Contribute to the design, development, and implementation of the core Voice Platform, including audio acquisition, conversation management, speech generation, integrations with API-based and self-hosted Voice AI models, and the Voice Harness.
Partner with product managers to understand customers’ use cases and technology challenges and build for their success.
Build and deploy large Voice AI distributed systems at scale across multiple regions and datacenters.
Develop high-quality, clean, scalable, and reusable code while enforcing software engineering best practices, including architecture, code reviews, and unit testing.
Contribute to continuous improvement of SRE practices by turning operational use cases into requirements for software tooling.
Mentor colleagues and promote knowledge-sharing across Voice AI engineering disciplines.