Senior Staff Software Engineer_Voice AI Agent Prompting
ServiceNow1 day ago
Base Salary
$191k - $334k/yr
Responsibilities
- Build and operate agentic voice applications that interpret intent, reason over context, invoke tools, and take actions for callers.
- Integrate voice AI agents with customer CTI, CCaaS, telephony, call data, and communication channels.
- Decompose business call flows into autonomous steps, decision points, human handoffs, retries, and escalation paths.
- Author, version, review, and maintain system instructions, prompts, tool descriptions, guardrails, and escalation rules.
- Design automated evaluation and testing for nondeterministic voice behavior using golden calls, multi-turn suites, model-as-judge scoring, CI gates, drift detection, and adversarial testing.
- Specify customer and telephony requirements precisely, decompose work into implementable tasks, and review AI-generated code for correctness and maintainability.
- Monitor live-call quality, safety, reliability, containment, hallucinations, unsafe actions, transcription accuracy, prompt injection, and data leakage.
- Collaborate with product managers, designers, platform teams, conversation designers, and customers to define success criteria and communicate risks.
Requirements
- At least 10 years of software engineering experience and at least 2 years deploying contemporary AI solutions at customers.
- 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, prompt engineering, autonomous voice workflows, tool and function calling, context assembly, and enterprise-data grounding.
- Practical expertise in telephony integration, speech recognition and synthesis, streaming audio, barge-in, turn-taking, confirmation flows, and real-time latency constraints.
- Experience building evaluation frameworks for agent behavior, call quality, tool selection, regression risk, observability, drift, adversarial behavior, jailbreaks, and grounding.
- Strong software engineering fundamentals including data structures, algorithms, system design, APIs, data modeling, and testing.
- Working knowledge of prompt injection, sensitive-data and call-recording leakage, excessive tool access, unsafe autonomous actions, guardrails, least-privilege controls, and monitoring.
- Experience with forward-deployed, customer-embedded delivery, solution engineering, professional services, contact-center technology, IVR, conversation design, evaluation tooling, LLM tracing, or enterprise workflows is preferred.
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
Benefits
- Base pay of $190,900-$334,100, plus equity when applicable and variable or incentive compensation.
- Health plans including flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- Flexible, remote, or required-in-office work personas may apply depending on the role and location; this position is listed as Flexible.
- Regular employee position in the AMS - North America and Canada region.
Categories
Forward 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.