Senior Staff Machine Learning Engineer

ServiceNow is seeking a Senior Staff Machine Learning Engineer to design, develop, and implement core components of its Voice Platform and large-scale Voice AI distributed systems. This role partners closely with product teams, supports operational improvements to SRE tooling, and mentors across Voice AI engineering disciplines.

Core Responsibilities

• Contribute to the design, development, and implementation of the core Voice Platform, including Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, and Voice Harness.
• Partner with product managers to work with customers, understand use cases and technology challenges, and build solutions that support customer success.
• Build and deploy large Voice AI distributed systems at scale across multiple regions and data centers.
• Produce high-quality, clean, scalable, and reusable code by enforcing best practices across software engineering architecture and processes, including code reviews and unit testing.
• Improve the continuous effectiveness of the SRE practice by converting operational use cases into requirements for software tooling.
• Serve as a mentor and support knowledge sharing across Voice AI engineering disciplines.

Required Qualifications

• 12+ years of relevant industry experience.
• Hands-on experience building distributed Voice AI systems at large operational scale.
• 4+ years building LLM-based applications by integrating models (not training).
• 4+ years of development experience with Python, Golang, Java, or similar languages.
• 2+ years building agents (prompt engineering) and developing LLM-based experiences.
• Working experience operating highly available distributed workloads on Kubernetes with a DevOps approach.
• Experience building software for compliance and security in regulated environments is considered an asset.
• Ability to think critically about AI integrations for work processes, decision-making, or problem-solving, including using AI tools, automating workflows, analyzing AI-driven insights, or evaluating AI impact.
• Experience building with AI tools such as Claude Code, Cursor, and Windsurf.

Technologies

Voice Platform, Audio Acquisition, Conversation Management, Speech Generation, API, self-hosted Voice AI models, Voice Harness, distributed systems, Python, Golang, Java, LLM-based applications, agents (prompt engineering), Kubernetes, DevOps, Claude Code, Cursor, Windsurf.

Compensation and Benefits

• Base pay: USD 201,300 - 352,300 per year
• Equity (when applicable)
• Variable/incentive compensation and benefits
• Health plans
• Flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Work Location and Work Personas

This position is located in Santa Clara, CA and is onsite.

ServiceNow uses work personas to describe flexible, remote, or required-in-office arrangements, assigned based on role nature and assigned location. Eligibility may include verification of the distance between an employee’s primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity and Accommodations

• ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or other protected categories under law.
• Applicants with arrest or conviction records will be considered in accordance with legal requirements.
• If you require a reasonable accommodation during the application process or cannot use the online application and need an alternative method to apply, contact [email protected].

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may need to obtain export control approval for certain individuals. All employment is contingent upon ServiceNow obtaining any required export license or other approval from relevant authorities.