Staff Software Engineer-Voice Connectivity

ServiceNow•Santa Clara, CA

About The Position

The Staff Software Engineer, Voice Connectivity Engineering designs, builds, ships, and operates the connectivity layer between customers’ existing telephony and CCaaS environments and ServiceNow’s Voice ecosystem. The role covers the full lifecycle: mapping SIP trunks, CTI integrations, and CCaaS-specific APIs; building and hardening signaling, media, and event integrations; and testing and monitoring production connections under real network and carrier conditions. The position is focused on connectivity rather than authoring voice AI agent prompts or instructions. Its success is measured by call setup reliability, audio quality, latency, and failover behavior, with integrations designed to be resilient and diagnosable across varying customer configurations and vendors. The engineer works directly in customer telephony, CTI, and CCaaS environments as a forward deployed engineer, tuning connections into ServiceNow’s Voice/CTI and Native Voice Controls platform and troubleshooting live issues. The role also specifies integration work, leads technical decisions across teams, maintains production quality, and collaborates with product, platform, and agent engineering teams. It requires attention to call-path security, encryption, authentication, privacy, and compliance needs.

Requirements

Demonstrated track record of building, shipping, and operating production telephony or CCaaS integrations at a Staff Software Engineer level, including hands-on connectivity delivery between third-party telephony/CCaaS platforms and a hosted or cloud service.
Direct hands-on experience integrating with multiple CCaaS providers using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces.
Technical leadership experience setting architectural direction across teams, mentoring engineers, and driving cross-team integration decisions.
Willingness to work directly with customers in a forward deployed capacity, embedded in their telephony and contact center environment.
Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications systems.
Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
Strong command of data structures, algorithms, system design, APIs, data modeling, and testing.
Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and live-audio latency, jitter, and packet-loss characteristics.
Ability to design for failover and graceful degradation and to instrument, monitor, and diagnose production connectivity issues.
Working knowledge of how hosted voice and agent ecosystems consume audio, signaling, and event streams.
Ability to define integration problems precisely enough for other engineers to implement and exercise sound build-versus-integrate judgment.
Working knowledge of telephony integration risks, including SIP security, media encryption, call-recording and PII handling, and over-broad access.
Comfort working directly with customers under incomplete information and fixed timelines, and communicating capabilities, limitations, and risks to non-engineers.
At least 2 years of experience deploying contemporary AI solutions at customers.

Nice To Haves

Prior forward deployed, solution engineering, or professional services experience delivering software inside a customer’s environment.
Experience with SIP trunk provisioning, PSTN/carrier relationships, number porting, and codec-level audio handling below the application layer.
Deep hands-on experience with one or more major CCaaS platforms, such as Genesys, NICE, Five9, or Amazon Connect.
Experience with tracing, monitoring, and analysis tools for real-time communications systems and analysis of production call and connectivity data at scale.
Customer service, contact center operations, or enterprise IT/telephony operations experience sufficient to challenge requirements.
Advanced degrees or certifications.

Responsibilities

Design, build, and operate SIP trunking, signaling, and media integrations connecting customer telephony and CCaaS platforms to ServiceNow’s Voice/CTI and Native Voice Controls ecosystem.
Implement and harden integrations using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio and event interfaces across CCaaS providers and traditional CTI/PBX and carrier environments.
Design for call setup success, failover, and graceful degradation across carriers, media gateways, and network conditions; instrument and monitor latency, jitter, packet loss, and causes of dropped calls.
Work directly within customer telephony, CTI, and CCaaS environments to map architectures, establish and tune connections, and troubleshoot live issues.
Ensure the audio, signaling, and event streams delivered to ServiceNow’s voice AI agents are clean, well-formed, and low-latency; partner with agent engineering without building the agents.
Implement SIP security, media encryption, authentication, and least-privilege access, accounting for regulated and high-security customer environments.
Translate customer telephony and CCaaS requirements into testable specifications and integration runbooks with explicit scope, constraints, and acceptance criteria.
Decompose integration work into implementable tasks and review the resulting work for correctness and maintainability.
Monitor connectivity health across live customer deployments, triage call-path incidents, and incorporate recurring failure patterns into architecture and runbooks.
Partner with product managers, voice AI agent engineers, and platform teams to define integration requirements, align on tradeoffs, and communicate capability and risk.
Set architectural direction across teams, mentor engineers, and drive cross-team integration decisions on voice and telephony systems.