Senior Staff Machine Learning Engineer

ServiceNow is building large-scale Voice AI capabilities that power its core Voice Platform and distributed Voice AI systems. In this onsite role in Santa Clara, CA, you will help design and deliver platform components, collaborate with product teams, and improve engineering operations by translating real-world learnings into better tooling.

Compensation: USD 201,300 - 352,300 per year. Experience: 12+ years required.

What you’ll do

• Contribute to the design, development, and implementation of the core Voice Platform, including Audio Acquisition, Conversation Management, Speech Generation, API integration, self-hosted Voice AI models, and Voice Harness.
• Partner with product managers to work with customers, understand use cases and technology challenges, and build capabilities that support customer success.
• Build and deploy large Voice AI distributed systems at scale across multiple regions and datacenters.
• Deliver clean, scalable, reusable code by applying software engineering best practices such as code reviews and unit testing, aligned with strong architecture and process standards.
• Support the continuous improvement of SRE practices by turning operational use cases into requirements for software tooling.
• Mentor colleagues and promote knowledge-sharing across Voice AI engineering disciplines.

What you bring

• 12+ years of relevant industry experience.
• Hands-on experience building distributed Voice AI systems with large operational scale.
• 4+ years building LLM-based applications, including 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 using a DevOps approach.
• Experience building software for compliance and security in regulated environments is considered an asset.
• Ability to critically think about AI integrations for work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or evaluating potential impact.
• Experience building with AI tools such as Claude Code, Cursor, and Windsurf.

Technologies involved

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

Benefits

• Base pay of $201,300 - $352,300
• 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 persona and location

This role is onsite in Santa Clara, CA. ServiceNow uses work personas (flexible, remote, or required in office) based on the nature of the work and assigned work location. ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service to determine eligibility.

Equal opportunity and accommodations

• 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, contact [email protected] for assistance.

Export control

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