Staff Machine Learning Engineer, Agentic App Platform

ServiceNow•Mountain View, CA

108d•$176,100 - $308,200•Onsite

About The Position

The Staff Machine Learning Engineer will work on the Conversation Engine team, scaling and optimizing Moveworks’ generative AI product for enterprise users. The role focuses on applying abstraction, scalability, and optimization to a probabilistic conversational system, supporting hundreds of millions of users across chat channels and use cases while strengthening end-to-end product infrastructure. The engineer will build infrastructure and interfaces that let engineers and configurators customize and optimize generative AI models, collect data and feedback, and adapt experiences to enterprise use cases and business contexts. The position also involves designing scalable APIs for chat clients and the broader engineering system, optimizing a dialog engine that uses customer-specific domain knowledge and supports real-time multilingual translation, and improving observability, performance, and engineering quality. The role works closely with machine learning, application engineering, product, and customer support teams.

Requirements

Strong foundation in computer science and software engineering, with expertise building scalable systems.
Deep understanding of clean, modular, and scalable API design.
Ability to champion coding best practices and influence engineers to maintain high standards of code quality and craftsmanship.
Experience and interest in system optimization, performance improvement, tracing, logging, and metrics frameworks.
Systematic approach to identifying and resolving latency bottlenecks, race conditions, and throughput limitations.
Ability to independently research requirements and develop innovative solutions in a fast-paced, iterative environment.
Strong communication skills for explaining rationales and design approaches, and ability to collaborate across functions.
Bachelor’s degree or higher in computer science or a related field.
7+ years of professional development experience building systems at scale.

Responsibilities

Build product infrastructure and user-friendly interfaces for customizing and optimizing generative AI models, collecting data and feedback, and adapting to enterprise contexts.
Design scalable API abstractions for the conversation platform, supporting popular chat clients and providing a neutral API for other engineering systems.
Optimize the dialog engine to support conversational features, enterprise-specific domain knowledge, and real-time multilingual translation while minimizing memory use and latency.
Champion coding patterns, API design, scalability, robustness, and optimization best practices, and promote continuous improvement among engineers.
Implement logging and tracing, debugging and triaging tools, and automated metrics to provide visibility into conversational AI product performance.
Collaborate with machine learning engineers, application engineers, product teams, and customer support teams on features and scalability initiatives.