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Salary: USD 190,900 - 334,100 / annual
ServiceNow is seeking a Senior Staff Software Engineer to design, build, ship, and operate the connectivity layer between customers' existing telephony and contact center platforms and ServiceNow's Voice ecosystem. This role is foundational to the company's voice AI agent platform—without reliable connectivity, no agent can reach a live caller.
You will own the full lifecycle of voice connectivity: mapping customer SIP trunks, CTI integrations, and CCaaS-specific APIs; building and hardening signaling, media, and event integrations; and proving through testing and production monitoring that calls connect reliably under real network and carrier conditions. Success is measured in call setup success rates, audio quality, latency, and failover behavior—not model output.
Key responsibilities include:
- Design and build SIP trunking, signaling, and media integrations connecting customer telephony and CCaaS platforms to ServiceNow's Voice/CTI ecosystem
- Implement integrations across major CCaaS providers (Genesys, NICE, Five9, Amazon Connect, Twilio) and traditional CTI/PBX systems using SIP, WebSocket, and streaming media APIs
- Own call path reliability: design for failover and graceful degradation; instrument and monitor for latency, jitter, packet loss, and dropped-call causes
- Work as a forward-deployed engineer embedded in customer environments, mapping their architecture, standing up connections, and troubleshooting live issues
- Ensure audio, signaling, and event streams are clean, well-formed, and low-latency for voice AI agents
- Design security and compliance into the call path: SIP security, media encryption, authentication, and least-privilege access
- Convert customer requirements into testable specifications and integration runbooks with explicit scope, constraints, and acceptance criteria
- Monitor connectivity health across live deployments, triage incidents, and feed failure patterns back into architecture
- Collaborate with product managers, voice AI engineers, and platform teams to define requirements and communicate capability and risk
This is a technical leadership role requiring demonstrated ability to set architectural direction, mentor engineers, and drive cross-team integration decisions on voice and telephony systems.
Requirements:
- Demonstrated track record building, shipping, and operating production telephony or CCaaS integrations at Staff Software Engineer level
- Direct, hands-on experience integrating with multiple CCaaS platforms using SIP trunking/signaling, WebSocket/streaming media APIs, and real-time audio interfaces (required)
- Demonstrated technical leadership: setting architectural direction, mentoring engineers, driving cross-team decisions
- Willingness to work directly with customers in forward-deployed capacity, embedded in their telephony environment (required); prior forward-deployed experience is an advantage
- Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications
- Bachelor's degree in Computer Science, Software Engineering, or related technical field, or equivalent practical experience
- Strong software engineering fundamentals: data structures, algorithms, system design, APIs, data modeling, testing
- Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and latency/jitter/packet-loss characteristics of live audio
- Ability to design for failover and graceful degradation; instrument, monitor, and diagnose connectivity issues in production
- Working knowledge of how hosted voice and agent ecosystems consume audio, signaling, and event streams
- Ability to define integration problems rigorously and make sound build-versus-integrate tradeoffs
- Working knowledge of telephony-specific security risks: SIP security, media encryption, call-recording and PII handling, access controls
- Comfort working directly with customers under incomplete information and fixed timelines; credibility communicating capability, limitation, and risk
Desired experience:
- Prior work as forward-deployed engineer, solution engineer, or in professional services
- SIP trunk provisioning, PSTN/carrier relationships, number porting, codec-level audio handling
- Deep hands-on experience with major CCaaS platforms (Genesys, NICE, Five9, Amazon Connect)
- Experience with tracing, monitoring, and analysis tooling for real-time communications systems
- Customer service, contact center operations, or enterprise IT/telephony operations background
- At least 2 years deploying contemporary AI solutions at customers
