Senior Staff Machine Learning Engineer- Voice AI

What you get to do in this role:
The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future.
You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. We are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k+ enterprise customers around the world.
Lead the architecture and technical direction of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, Voice Harness)
Design and drive large-scale, complex agentic systems, including agent orchestration, routing, tool calling and multi-agent workflows, with strict latency and reliability targets
Partner with product managers, customers and senior leadership to shape the platform roadmap around real use cases and technology challenges
Own the design and delivery of Voice distributed systems at scale, spanning multiple regions and data centers
Set engineering standards for architecture, code quality and processes (design reviews, code reviews, testing) across teams
Drive the evolution of the SRE practice by turning operational learnings into platform capabilities and tooling
Mentor Staff and Senior engineers, grow technical leaders, and promote knowledge-sharing across Voice AI engineering disciplines
To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
12+ years of relevant industry experience, including technical leadership of large, cross-team initiatives
A proven track record of architecting and shipping distributed Voice AI or voice platform systems (real-time audio, STT/TTS, telephony or WebRTC) at large operational scale
5+ years designing and leading large-scale, complex agentic systems in production (agent orchestration, tool calling, multi-agent coordination)
6+ years of development experience with Python, Golang, Java or similar languages
3+ years building LLM-based applications (integrating models, not training), including experience with self-hosted model deployment
Deep experience operating highly available distributed workloads on Kubernetes following a DevOps approach
Ability to influence architecture and engineering direction across multiple teams and stakeholders
Experience building software for compliance and security in regulated environments is considered an asset
Critical thinking about AI integrations for work processes, decision-making or problem-solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.
Experience building with AI tools such as Claude Code, Cursor and Windsurf

Employment type
Full-time

Work arrangement
No