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ServiceNow's Advanced Technology Group (ATG) is seeking a Senior Staff Machine Learning Engineer to lead the architecture and technical direction of the Voice AI platform. This is a high-impact role where you will design and drive large-scale, complex agentic systems including agent orchestration, routing, tool calling, and multi-agent workflows with strict latency and reliability targets.
Key responsibilities include:
- Lead architecture and technical direction of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, API integration, self-hosted Voice AI models, Voice Harness)
- Design and drive large-scale agentic systems with strict latency and reliability requirements
- Partner with product managers, customers, and senior leadership to shape platform roadmap around real use cases
- Own design and delivery of Voice distributed systems at scale across multiple regions and data centers
- Set engineering standards for architecture, code quality, and processes (design reviews, code reviews, testing) across teams
- Drive evolution of SRE practice by converting operational learnings into platform capabilities and tooling
- Mentor Staff and Senior engineers, grow technical leaders, and promote knowledge-sharing across Voice AI engineering disciplines
You will work on transforming user experience and workflow efficiency of enterprise services, enabling any user—regardless of technical knowledge—to leverage AI/ML solutions to operate services in enterprise settings at scale. ServiceNow serves 5,000+ enterprise customers globally, and this role is critical to building and delivering an amazing range of Voice AI solutions.
REQUIREMENTS:
- 12+ years of relevant industry experience, including technical leadership of large, cross-team initiatives
- Proven track record 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 development experience with Python, Golang, Java, or similar languages
- 3+ years building LLM-based applications (integrating models, not training), including self-hosted model deployment experience
- Deep experience operating highly available distributed workloads on Kubernetes following DevOps approach
- Ability to influence architecture and engineering direction across multiple teams and stakeholders
- Experience with AI integrations for work processes, decision-making, or problem-solving
- Experience building with AI tools such as Claude Code, Cursor, and Windsurf
- Experience building software for compliance and security in regulated environments (considered an asset)
