Build AI-powered voice capabilities for real-world VoIP workloads at scale. In this onsite Staff Machine Learning Engineer role in Seattle, you will help design and deliver VoIP infrastructure and observability features that support production voice systems and enable integration of LLMs into real-time communication.
Compensation for this position ranges from USD 176,100 to 308,200 per year, with equity (when applicable) and variable or incentive compensation. ServiceNow also offers health plans (including flexible spending accounts), a 401(k) plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs.
Responsibilities
- Design, develop, and implement VoIP infrastructure, telephony platforms, and observability features for AI-driven voice workloads
- Collaborate with engineering, Product, and infrastructure teams to ensure voice and AI platforms perform efficiently, scale reliably, and integrate across SIP/RTP, Kamailio, RTPEngine, and related telecom systems
- Improve SRE practices by translating operational telephony and AI workload use cases into requirements for software tooling
- Support and execute deployment activities for VoIP systems and for AI/ML developers working in production voice environments
- Write clean, scalable, reusable code by applying best practices such as code reviews and unit testing
- Partner with product owners to understand detailed requirements and own code from design through implementation, test automation, and delivery across both telephony infrastructure and LLM integration layers
- Apply experience integrating LLMs into voice platforms and real-time communication systems
- Mentor colleagues and help drive knowledge-sharing across telecom and AI engineering disciplines
Requirements
- 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 (not building models)
- Experience with prompt engineering and developing LLM-based features
- 4+ years of development experience with Python, GoLang, Java, or similar
- 4+ years 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
- DevOps tooling experience (e.g., Helm, Ansible, Kubernetes, Prometheus, Splunk, GitLab CI) is considered an asset
- Experience building software for compliance and security in regulated environments is considered an asset
- 4+ years in infrastructure and platform operations, deployments, SRE, and DevOps, with continued focus on improving platform health, is considered an asset
Technologies
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
Location and work persona
This role is onsite in Seattle, WA. ServiceNow uses work personas (flexible, remote, or required in office) based on role and assigned work location. Eligibility may involve confirming 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. All qualified applicants will receive consideration for employment without regard to protected characteristics. Applicants with arrest or conviction records will be considered in accordance with legal requirements.
If you need a reasonable accommodation during the application process or cannot use the online application, contact globaltalentss@servicenow.com.
Export control
For roles requiring access to controlled technology, ServiceNow may need to obtain export control approval from government authorities for certain individuals. Employment is contingent on ServiceNow obtaining any required export license or other approval.
