Senior Staff Software Engineer_Voice AI Agent Prompting
ServiceNow2 days ago
Base Salary
$191k - $334k/yr
Responsibilities
- Build and operate production voice AI agents with intent interpretation, multi-step reasoning, tool invocation, and telephony, CTI, and CCaaS integrations.
- Design autonomous voice workflows, including call-flow decomposition, autonomy boundaries, human handoffs, retries, escalation, and exception handling.
- Author, version, review, and maintain agent instructions, prompts, role definitions, tool descriptions, guardrails, and escalation rules.
- Build automated evaluation and testing for non-deterministic voice behavior using golden call datasets, multi-turn suites, model-as-judge scoring, CI gates, drift detection, and adversarial testing.
- Specify customer call-flow and telephony requirements as testable engineering tasks and review AI-generated implementation output.
- Work directly within customer telephony and contact-center environments, tuning instructions and evaluation sets against live traffic.
- Monitor and improve call containment, latency, hallucination, unsafe actions, transcription accuracy, prompt-injection resistance, and data-leakage prevention.
- Collaborate with product, design, and platform teams to define success criteria and communicate capability, limitations, and risk.
Requirements
- At least 10 years of software engineering experience and at least 2 years deploying contemporary AI solutions at customer sites.
- Demonstrated experience building, shipping, and operating production voice applications and AI-native voice-agent features used by real callers.
- Hands-on experience with agentic instructions, voice prompt engineering, autonomous call workflows, tool and function calling, context assembly, grounding, and live-audio latency and failure modes.
- Practical expertise in telephony integration, speech recognition and synthesis, streaming audio, barge-in, turn-taking, and confirmation patterns.
- Experience building measurable evaluation frameworks for agent behavior, tool selection, call quality, regression risk, and production drift.
- Strong software engineering fundamentals, including data structures, algorithms, system design, APIs, data modeling, and testing.
- Knowledge of AI voice safety and security risks, including prompt injection, sensitive-data leakage, over-broad tool access, and unsafe autonomous actions.
- Experience working directly with customers in forward-deployed, solution-engineering, professional-services, or customer-embedded settings.
- Bachelor's degree in computer science, software engineering, or a related technical field, or equivalent practical experience; advanced degrees and certifications are preferred but not substitutes for production experience.
- Experience with contact-center technology, IVR, conversation design, evaluation and observability tooling, enterprise workflows, or production call-transcript analysis is desired.
Benefits
- Base pay is listed at $190,900-$334,100, plus equity when applicable, variable or incentive compensation, and benefits.
- Health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs are offered.
- The role uses a flexible distributed-work persona, with eligibility determined by work location and work arrangement.
Categories
AI ApplicationsForward Deployed
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.