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ServiceNow's Advanced Technology Group (ATG) is seeking a Staff Machine Learning Engineer to build intelligent Voice AI solutions that transform enterprise user experiences and workflow efficiency. You will be part of a customer-focused innovation team of researchers, applied scientists, engineers, and product managers working on the AI platform and AI-powered work experiences.
In this role, you will:
- Contribute to the design, development, and implementation of the core Voice Platform, including audio acquisition, conversation management, speech generation, integration with API and self-hosted Voice AI models, and voice harness components
- Partner with product managers to understand customer use cases and technology challenges, building solutions for their success
- Build and deploy large-scale Voice AI distributed systems spanning multiple regions and datacenters
- Write high-quality, clean, scalable, and reusable code by enforcing best practices in software engineering architecture and processes (code reviews, unit testing, etc.)
- Contribute to continuous improvement of SRE practices by translating operational use cases into software tooling requirements
- Mentor colleagues and promote knowledge-sharing across Voice AI engineering disciplines
ServiceNow is the AI control tower for business reinvention, helping 85% of the Fortune 500 work smarter, faster, and better. The company is building an AI-native culture where technology and talent drive transformation.
REQUIREMENTS:
- 8+ years of relevant industry experience
- Hands-on experience building distributed Voice AI systems at large operational scale
- 4+ years building LLM-based applications (integrating models, not training)
- 6+ years of development experience with Python, Golang, Java, or similar languages
- 2+ years of experience building agents (prompt engineering) and developing LLM-based experiences
- Working experience operating highly available distributed workloads on Kubernetes following a DevOps approach
- Proven track record of architecting and shipping distributed Voice AI or voice platform systems (real-time audio, STT/TTS, telephony or WebRTC) at large operational scale
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Experience building with AI tools such as Claude Code, Cursor, Windsurf
- Experience building software for compliance and security in regulated environments is considered an asset
