Senior Staff Machine Learning Engineer_Voice AI

ServiceNow•Santa Clara, CA

About The Position

ServiceNow is hiring a Senior Staff Machine Learning Engineer for its Voice AI team. The role contributes to the design, development, and implementation of the core Voice Platform, including audio acquisition, conversation management, speech generation, integration with API and self-hosted Voice AI models, and the Voice Harness. The engineer partners with product managers to understand customer use cases and technology challenges and build solutions for customer success. The position involves building and deploying large-scale, distributed Voice AI systems across multiple regions and datacenters. It also contributes to reliable operations by turning operational use cases into requirements for software tooling and continuous improvement of the SRE practice. The engineer writes clean, scalable, reusable code and promotes engineering best practices, while mentoring colleagues and sharing knowledge across Voice AI engineering disciplines.

Requirements

12+ 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 rather than training them.
4+ years of development experience with Python, Golang, Java, or similar languages.
2+ years of experience building agents using 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 use of AI-powered tools, workflow automation, analysis of AI-driven insights, or exploration of AI's impact.

Nice To Haves

Experience building software for compliance and security in regulated environments.
Experience building with AI tools such as Claude Code, Cursor, or Windsurf.

Responsibilities

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