Senior Staff Software Engineer_Voice AI Agent Prompting
ServiceNow25 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 integrations.
- Design autonomous voice workflows, including call-flow decomposition, autonomy boundaries, human handoffs, retries, escalation, and observability.
- Author, version, review, and regression-test agent instructions, prompts, tool descriptions, guardrails, and escalation rules.
- Build automated evaluation and testing for non-deterministic voice behavior using call datasets, conversation suites, model-as-judge scoring, CI gates, drift detection, and adversarial testing.
- Translate customer call-flow and telephony requirements into precise specifications and review implementation output for correctness and maintainability.
- Work directly in customer telephony, CTI, and CCaaS environments as a forward deployed engineer.
- Monitor live-call quality, safety, reliability, containment, hallucinations, unsafe actions, transcription accuracy, prompt injection, and data leakage.
- Collaborate with product managers, designers, and platform teams on success criteria, tradeoffs, capability, and risk.
Requirements
- At least 10 years of software engineering experience, including 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 authoring voice-agent instructions and prompts, designing autonomous call workflows, and building evaluation and testing systems against live call traffic.
- Experience with software engineering fundamentals including data structures, algorithms, system design, APIs, data modeling, and testing.
- Experience with agent orchestration, tool and function calling, context assembly, enterprise-data 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 with prompt engineering, structured outputs, schema enforcement, grounding and citation, golden examples, and call-level evaluation.
- Ability to build measurable evaluation frameworks, scenario suites, continuous evaluation pipelines, drift detection, and adversarial or jailbreak testing.
- Working knowledge of prompt injection, sensitive-data and call-recording leakage, excessive tool access, unsafe autonomous action, guardrails, least-privilege controls, and monitoring.
- Comfort with customer-embedded or forward-deployed delivery, incomplete information, fixed timelines, and stakeholder communication.
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Preferred experience includes forward-deployed or customer-embedded delivery, voice and contact-center technology, conversation design, evaluation and observability tooling, LLM application tracing, production transcript analysis, and enterprise workflow or contact-center domain knowledge.
Benefits
- Base pay is listed at $190,900-$334,100, plus equity when applicable, variable or incentive compensation, and benefits.
- Benefits include health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- The role is a regular employee position with a flexible work persona in North America and Canada.
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.