ServiceNow is hiring a Senior Machine Learning Engineer to build and improve Voice AI capabilities using linguistic and speech expertise.

Design, develop, and implement Voice AI applications across the Voice Platform, including Speech Recognition, Conversation Management, and Speech Generation
Own language support end to end by adding new languages and locales and maintaining language-specific instructions, normalization rules, and pronunciation rules
Analyze complex speech problems across multiple languages, accents, and dialects
Collaborate with other linguists to define the problem space for specific languages
Diagnose language and speech failures in production calls, identify the responsible component, and drive fixes with the team
Partner with engineers to identify and solve the right linguistic problems, and contribute code to features that support the user experience
Partner with product managers to work with customers, understand use cases and linguistic challenges, and build for customer success
Design linguistic experiments that inform technology choices such as STT/TTS models and vendors for Voice AI applications
Build tooling, with support from AI, to analyze linguistic problems at scale
Mentor colleagues and support knowledge-sharing across linguistics and Voice AI engineering disciplines

Master’s or PhD in Linguistics, Cognitive Science, or a related field
Specialization in phonetics, acoustics, psycholinguistics, or cognitive science (applied or interdisciplinary rather than theoretical linguistics)
4+ years of experience in large-scale experiment design and quantitative research projects in an industry setting or applied research
Hands-on experience building Voice AI applications
Development experience with Python or similar languages
Deep knowledge of the structure of multiple languages; fluency in a language other than English is a plus
Ability to explain linguistic findings clearly to engineers, product managers, and customers
Experience evaluating speech recognition and speech synthesis systems (considered an asset)
Experience building applications on top of LLMs, including prompt engineering (considered an asset)
Self-starter, outcome-driven mindset, and ability to work with many stakeholders
Ability to think critically about integrating AI into day-to-day work, including hands-on experience with AI tools such as Claude Code, Cursor, or Windsurf

Santa Clara, CA (onsite)
Work personas (flexible, remote, or required in office) are assigned based on work nature and assigned work location
To determine eligibility for a work persona, ServiceNow may confirm distance between your primary residence and the closest ServiceNow office using a third-party service

ServiceNow is an equal opportunity employer
All qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law
Applicants with arrest or conviction records will be considered in accordance with legal requirements

If you need a reasonable accommodation to complete any part of the application process, or cannot use the online application and need an alternative method to apply, contact [email protected]

For positions requiring access to controlled technology, ServiceNow may require export control approval from government authorities for certain individuals
Employment is contingent on ServiceNow obtaining any export license or other approval required by relevant export control authorities

Senior Machine Learning Engineer

Job Description