Staff Software Engineer
ServiceNow7 hours ago
Base Salary
$167k - $291k/yr
Responsibilities
- Design, build, and operate SIP trunking, signaling, media, and event integrations connecting customer telephony and CCaaS systems to ServiceNow Voice/CTI and Native Voice Controls.
- Integrate and harden connectivity across providers including Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as CTI, PBX, and carrier environments.
- Design for call setup success, failover, graceful degradation, low latency, audio quality, and diagnosable failure signals.
- Work directly in customer environments to map architectures, deploy and tune integrations, and troubleshoot live network and vendor issues.
- Ensure clean, well-formed, low-latency audio, signaling, and event streams for ServiceNow voice AI agents.
- Implement SIP security, media encryption, authentication, least-privilege access, and controls for regulated environments.
- Create testable specifications, integration runbooks, implementation tasks, and acceptance criteria, while directing engineering work and mentoring engineers.
- Monitor live deployments, triage call-path incidents, analyze recurring failures, and improve architecture and runbooks.
- Collaborate with product managers, voice AI agent engineers, platform teams, and customers on integration requirements, tradeoffs, capabilities, and risks.
Requirements
- Staff-level experience building, shipping, and operating production telephony or CCaaS integrations connecting third-party platforms to a hosted or cloud service.
- Hands-on experience with SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces across multiple CCaaS providers.
- Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications systems.
- Demonstrated technical leadership in setting architectural direction, mentoring engineers, and driving cross-team integration decisions.
- Willingness to work directly with customers in a forward-deployed, customer-embedded capacity.
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Strong knowledge of software engineering fundamentals, system design, APIs, data modeling, testing, SIP, RTP/SRTP, WebRTC, codecs, media gateways, latency, jitter, packet loss, failover, monitoring, and production diagnosis.
- Working knowledge of voice platform architecture, SIP security, media encryption, call-recording and PII handling, access controls, and telephony risk mitigation.
- Preferred qualifications include forward-deployed, solutions engineering, or professional services experience; carrier, PSTN, number-porting, and codec-level expertise; deep experience with major CCaaS platforms; real-time communications observability; and enterprise contact-center or telephony operations knowledge.
- At least 2 years of experience deploying contemporary AI solutions at customers is listed as desired experience.
Benefits
- Health plans including flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- Flexible work persona and distributed-work flexibility, subject to role and location eligibility.
- Regular employee position 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.