Staff Machine Learning Engineer, Agentic AI Systems - Moveworks

ServiceNow • Mountain View, CA

1d • Hybrid

About The Position

Moveworks is an Agentic AI Assistant platform that empowers the entire workforce by enabling employees to converse with business systems through natural language to find answers and automate tasks. The platform is powered by advanced LLMs, proprietary models, and a sophisticated Agentic AI platform, transforming work 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. It has received numerous recognitions, including Forbes Cloud 100 and AI 50 lists, Fast Company’s 2025 Most Innovative Companies, Inc’s Best in Business, Microsoft’s 2025 Partner of the Year, and the 2024 AI Breakthrough Award. In December 2025, Moveworks was acquired by ServiceNow, combining ServiceNow’s workflow automation with Moveworks’ Reasoning Engine and natural language capabilities to deliver an AI platform for every person and workflow, turning conversations into completed work. ServiceNow, founded in 2004, is a global market leader providing AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.

This role seeks an experienced software engineer with machine learning expertise to expand Moveworks' NLU (natural language understanding) and agentic AI capabilities, enhancing generative and conversational AI platform-wide. As part of the NLU team, the engineer will utilize modern NLP and NLG tools, including LLMs, multimodal foundation models, and hybrid vector databases, along with infrastructure for fine-tuning, evaluating, and serving models in production. The team is data-centric, supported by a world-class annotation team for building error-free, inclusive, and privacy-preserving datasets. The position involves achieving state-of-the-art AI performance in production, focusing on accuracy, quality, latency, reliability, and overall system capability. Successful candidates are motivated to design and evolve compound AI systems and their components, not just train models. The team prioritizes speed, solving challenging product and engineering problems, and maximizing customer value. This work will contribute to understanding enterprise issues and building a reliable copilot in collaboration with other Moveworks functions.

Requirements

• Drive to ship product improvements with production-quality, fully unit-tested code and rigorously-evaluated updates to models, prompts, or other tunable system components
• Ability to solve problems end-to-end with machine learning
• Solid grasp of model evaluation fundamentals, especially for text generation, text classification, and non-uniform sampling regimes
• Attention to detail and high standard of data quality for training and especially evaluation datasets
• Readiness to hit the ground running in a Mac development environment, programming in Python and/or Golang
• Knowledge of deep learning architectures and algorithms and leading large language models
• Desire to work at a startup pace in a medium-sized company with a high degree of ownership
• Drive to ship product improvements with production-grade code
• Strong appetite for continuous incremental wins and completing challenging projects fast
• High level of curiosity about engineering outside of immediate discipline and ongoing desire to learn and stay at the cutting edge of NLU & AI

Responsibilities

• Apply software engineering, machine learning, and compound AI system engineering to create lasting value for all our customers
• Take on exciting and difficult challenges in conversational agent domains, such as agent cognitive architecture iteration, multimodal agents, multilingual agents, conversational memory management, reasoning strategies (eg Tree of Thoughts / Graph of Thoughts), fine-tuning LLMs for tool use and enterprise reasoning (including preference alignment with RLHF/RLAIF/DPO), agent evaluation, active learning of exemplars for few-shot text classification, abstractive summarization, and grounding & verifiability for generated text
• Push the envelope of Moveworks commitments to responsible AI, expanding our infrastructure for ensuring models work equally well for all people, red-teaming models to ensure they behave safely and as intended, and keeping our ML at the cutting edge of data privacy and security
• Use your knowledge of machine learning fundamentals and LLMs to design new algorithms and architectures, evaluate them with small scale experiments and productionize your solutions at scale
• Research and develop innovative, scalable and dynamic solutions to hard problems
• Use the latest advances in machine learning and LLMs to enhance our products and create delightful user experiences
• Spend time weekly reading, discussing, and potentially building models out of the latest ML research and open-source code

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees