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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 integrations: 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. This is not an agent-building role but rather the infrastructure those agents depend on.
Key responsibilities include:
• Design and build SIP trunking, signaling, and media integrations connecting customer telephony and CCaaS platforms to ServiceNow's Voice/CTI and Native Voice Controls ecosystem
• Implement and harden integrations across major CCaaS providers (Genesys, NICE, Five9, Amazon Connect, Twilio) and traditional CTI/PBX systems using SIP trunking, WebSocket and streaming media APIs, and real-time audio interfaces
• Own call path reliability: design for call setup success, failover, and graceful degradation across carriers and network conditions; instrument and monitor for latency, jitter, packet loss, and dropped-call causes
• Work as a forward-deployed engineer embedded in customer environments, mapping their existing architecture, standing up connections, and troubleshooting live issues on their network and vendor stack
• Ensure audio, signaling, and event streams are clean, well-formed, and low-latency for voice AI agents to operate correctly
• Design for security and compliance on the call path: implement 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 customer deployments, triage incidents, and feed failure patterns back into architecture improvements
• Collaborate with product managers, voice AI engineers, and platform teams to define integration requirements and communicate capability and risk
This role emphasizes correctness measured in call setup success, audio quality, latency, and failover behavior—not just reference-environment testing. You will design resilient, diagnosable integrations that work across diverse customer telephony setups, not just a single reference stack.
Requirements:
• Demonstrated track record of building, shipping, and operating production telephony or CCaaS integrations at a Staff Software Engineer level
• Direct, hands-on experience integrating with multiple CCaaS platforms using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces
• Demonstrated technical leadership: setting architectural direction across teams, mentoring engineers, driving cross-team integration decisions on voice and telephony systems
• Willingness to work directly with customers in a forward-deployed capacity, embedded in their telephony and contact center environment (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 systems
• Bachelor's degree in Computer Science, Software Engineering, or related technical field, or equivalent practical experience
• Strong command of data structures, algorithms, system design, APIs, data modeling, and 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, and to instrument, monitor, and diagnose connectivity issues in production
• Working knowledge of how a hosted voice and agent ecosystem consumes 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, with credibility communicating capability, limitation, and risk
Desired experience includes forward-deployed or customer-embedded delivery, carrier and infrastructure depth (SIP trunk provisioning, PSTN/carrier relationships, number porting, codec-level audio handling), deep hands-on experience with major CCaaS platforms, observability tooling for real-time communications, enterprise domain depth in customer service or contact center operations, and at least 2 years of experience deploying contemporary AI solutions at customers.
