Staff Machine Learning Engineer, Agentic App Platform

ServiceNow•Mountain View, CA

7h•$176,100 - $308,200•Onsite

About The Position

This role is on the Conversation Engine team, focusing on scaling and optimizing a cutting-edge Generative AI product that offers instant assistance to enterprise users. The position involves applying abstraction, scalability, and optimization to a dynamic, probabilistic, and generative conversational system. The core responsibility is scaling and optimizing the Moveworks Generative AI product to meet the growing demands of the enterprise solution space. The role encourages innovative ideas and imagination to solve unsolved problems, with collaboration with machine learning experts and cross-functional teams, rapid iteration over new ideas, and leveraging user behavior data. The challenge is to scale and optimize the conversation engine to support hundreds of millions of users across multiple chat channels and use cases, and to enhance the end-to-end product infrastructure with high engineering quality and robustness.

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. 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. Thrives 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.
7+ years of professional development experience, specifically in building systems at scale.

Responsibilities

Construct an extensive product infrastructure, complete with user-friendly interfaces that empower engineers and configurators to effortlessly customize and optimize generative AI models. This includes collecting data and feedback, adapting to diverse enterprise use cases and business contexts, and delivering domain-specific conversational experiences.
Design 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.
Optimize the dialog engine to accommodate a wide range of conversational features, leveraging private domain knowledge unique to each enterprise customer in the cloud, and enable real-time multilingual translation. This should be achieved with minimal memory footprint, low latency, and a streamlined development process for application engineers.
Champion the best practices for coding patterns, API design, scalability, robustness, and optimization. Foster a culture of excellence and continuous improvements among fellow engineers.
Provide comprehensive insights and visibility into the performance of our conversational AI product. This involves implementing a robust logging and tracing framework, user-friendly debugging and triaging tools, and automated metrics for efficient monitoring and analysis.
Collaborate closely with ML engineers, application engineers, product teams, and customer support teams to drive the development of new features and scalability initiatives.