ServiceNow is seeking a Staff Machine Learning Engineer to help design and build VoIP infrastructure and observability capabilities that support AI-driven voice workloads. This role connects real-time voice platforms with SIP/RTP telecom systems and enables production voice environments where LLM-powered features can operate reliably.
Role Responsibilities
- Participate in the design, development, and implementation of VoIP infrastructure, telephony platforms, and observability features for AI-driven voice workloads.
- Partner with engineering, Product, and infrastructure teams to support efficient, scalable, and seamless integration across SIP/RTP, Kamailio, RTPEngine, and related telecom systems.
- Improve the SRE practice by converting operational telephony and AI workload use cases into requirements for software tooling.
- Contribute to deployment and support activities for VoIP systems and for AI/ML developers working in production voice environments.
- Write high-quality, clean, scalable, and reusable code by applying software engineering architecture standards and engineering processes, including Code Reviews and Unit testing.
- Align with product owners on detailed requirements and take ownership across design, implementation, test automation, and delivery for code spanning telephony infrastructure and LLM integration layers.
- Apply experience integrating LLMs into voice platforms and real-time communication systems.
- Mentor colleagues and support knowledge sharing across telecom and AI engineering disciplines.
Required Qualifications
- Hands-on experience building VoIP systems using SIP/RTP protocols.
- Practical knowledge of Kamailio, RTPEngine, FreeSWITCH, SBCs, and PSTN systems (or similar).
- Working knowledge of PSTN infrastructure and telecom protocols.
- Experience integrating applications on top of LLMs using existing models rather than building the models.
- Experience with prompt engineering and developing LLM-based features.
- 4+ years of development experience with Python, GoLang, Java, or similar languages.
- 4+ years of experience operating highly available distributed workloads on Kubernetes using a DevOps approach.
- Working experience building distributed systems with cloud-native software.
- Experience with software-defined networking, infrastructure as code, and configuration management.
Additional Considerations
- DevOps tooling experience such as Helm, Ansible, Kubernetes, Prometheus, Splunk, and GitLab CI is considered an asset.
- Experience building software for compliance and security in regulated environments is considered an asset.
- 4+ years of experience across infrastructure and platform operations, deployments, SRE, and DevOps with a continued focus on improving platform health is considered an asset.
Technology Stack
- SIP/RTP, Kamailio, RTPEngine, telecom systems, FreeSWITCH
- SBCs, PSTN systems, PSTN infrastructure
- LLMs
- Python, GoLang, Java
- Kubernetes, Helm, Ansible
- Prometheus, Splunk, GitLab CI
- Software-defined networking, infrastructure as code, configuration management
Compensation and Location
Location: Seattle, WA (onsite).
Salary: USD 176,100 to 308,200 per year.
Benefits
- Health plans, including flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
- Base pay of $176,100 to $308,200
- Equity (when applicable)
- Variable/incentive compensation
Work Location Personas
Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned work location. ServiceNow may confirm the distance between an applicant’s primary residence and the closest ServiceNow office using a third-party service to determine eligibility for a work persona.
Equal Opportunity Employer
- ServiceNow is an equal opportunity employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
