Staff Software Engineer
ServiceNow11 hours ago
Base Salary
$167k - $291k/yr
Responsibilities
- Design, build, and operate SIP trunking, signaling, media, and event integrations between customer telephony or CCaaS platforms and ServiceNow Voice/CTI and Native Voice Controls.
- Integrate with CCaaS providers, CTI/PBX systems, carriers, media gateways, and real-time audio interfaces.
- Design for call setup reliability, failover, graceful degradation, low latency, and resilience across carrier and network conditions.
- Work directly inside customer environments to map architectures, deploy and tune integrations, and troubleshoot live connectivity issues.
- Instrument and monitor connectivity health, latency, jitter, packet loss, dropped calls, and production incidents.
- Implement SIP security, media encryption, authentication, least-privilege access, and appropriate handling of regulated data and PII.
- Define testable integration specifications, runbooks, acceptance criteria, and implementable engineering tasks.
- Set architectural direction, mentor engineers, review technical work, and drive cross-team integration decisions.
- Collaborate with product managers, voice AI agent engineers, Voice/CTI teams, CCaaS teams, and platform teams.
Requirements
- Typically 8+ years of production software experience, including several years focused on telephony, CTI, or real-time communications systems.
- Demonstrated experience building, shipping, and operating production telephony or CCaaS integrations with hosted or cloud services.
- Hands-on experience integrating multiple CCaaS platforms using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces.
- Strong knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, latency, jitter, packet loss, failover, monitoring, and production diagnosis.
- Experience providing technical leadership through architecture ownership, mentoring, and cross-team decision-making.
- Comfort working directly with customers in forward-deployed or customer-embedded environments.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Working knowledge of software engineering fundamentals, system design, APIs, data modeling, testing, voice platform architecture, security, call recording, and PII handling.
- Preferred experience with forward-deployed delivery, SIP trunk provisioning, PSTN/carrier relationships, number porting, codec-level audio handling, observability tooling, and enterprise contact-center operations.
- At least 2 years of experience deploying contemporary AI solutions at customers is listed as desired experience.
- Advanced degrees, certifications, and deep experience with one or more major CCaaS platforms are preferred.
Benefits
- Base compensation is listed at $166,500–$291,400, with 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.
- Work is organized under a flexible, remote, or required-in-office work persona depending on role and location; this posting specifies a Flexible work persona.
- The position is a regular employee role in the 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.