ServiceNow is seeking a Staff Machine Learning Engineer to help shape and deliver Voice AI distributed systems that power the company’s core Voice Platform. This role focuses on designing, building, and deploying large-scale capabilities across multiple regions and datacenters, while partnering closely with product teams to ensure the platform meets real customer needs.
You will contribute across key Voice Platform components, collaborate with product managers to translate use cases into working solutions, and uphold software quality through engineering best practices. The position is onsite in Santa Clara, CA, with a salary range of USD 176,100 - 308,200 per year and an expectation of 8+ years of relevant experience.
What you will do
- Design, develop, and implement the core Voice Platform, including Audio Acquisition, Conversation Management, Speech Generation, API integration, and integration with self-hosted Voice AI models, as well as Voice Harness
- Partner with product managers to work with customers, understand their use cases and technology challenges, and build with customer success in mind
- Build and deploy large Voice AI distributed systems at scale across multiple regions and datacenters
- Create high-quality, clean, scalable, and reusable code by applying software engineering architecture and process best practices such as code reviews and unit testing
- Improve SRE practice by converting operational use cases into software tooling requirements
- Mentor colleagues and support knowledge sharing across Voice AI engineering disciplines
Required qualifications
- 8+ years of relevant industry experience
- Hands-on experience building distributed Voice AI systems at large operational scale
- 4+ years building LLM-based applications (integrating models, not training)
- 4+ years 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 following a DevOps approach
- Ability to think critically about AI integrations for work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or assessing AI impact
- Experience building with AI tools such as Claude Code, Cursor, and Windsurf
Asset: Experience building software for compliance and security in regulated environments.
Technologies
- Python, Golang, Java
- LLM-based applications
- Kubernetes, DevOps
- API
- Self-hosted Voice AI models
- Claude Code, Cursor, Windsurf
Benefits
- Health plans, including flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
Work location and persona
ServiceNow assigns employees to work personas (flexible, remote, or required in office) based on work nature and assigned location. Eligibility may include confirmation of the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal opportunity and accommodations
- ServiceNow is an equal opportunity employer and considers qualified applicants without regard to protected characteristics.
- All qualified 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, contact globaltalentss@servicenow.com.
Export control
For roles requiring access to controlled technology subject to export control regulations, ServiceNow may need to obtain export control approval for certain individuals. Employment is contingent on obtaining any required export license or approval from relevant authorities.
