Senior Staff Software Engineer
ServiceNow6 hours ago
Base Salary
$191k - $334k/yr
Responsibilities
- Design, build, ship, and operate SIP trunking, signaling, media, and event integrations between customer telephony or CCaaS environments and ServiceNow Voice/CTI and Native Voice Controls.
- Integrate and harden connectivity across providers including Genesys, NICE, Five9, Amazon Connect, Twilio, traditional CTI/PBX systems, carriers, and media gateways.
- Design for call setup success, failover, graceful degradation, low latency, audio quality, and resilience under real carrier and network conditions.
- Work directly in customer environments as a forward deployed engineer to map architectures, deploy and tune integrations, and troubleshoot live issues.
- Monitor connectivity health and diagnose latency, jitter, packet loss, dropped calls, and other production call-path failures.
- Implement SIP security, media encryption, authentication, least-privilege access, and safeguards for regulated or high-security environments.
- Translate customer requirements into testable specifications, integration runbooks, acceptance criteria, and implementable engineering tasks.
- Set architectural direction, review engineering work, mentor engineers, and drive cross-team integration decisions.
- Partner with product managers, voice AI agent engineers, and platform teams on integration requirements, tradeoffs, capabilities, and risks.
Requirements
- Staff-level track record building, shipping, and operating production telephony or CCaaS integrations connecting third-party platforms to hosted or cloud services.
- 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 engineering experience, with several years focused on telephony, CTI, or real-time communications systems.
- At least 2 years of experience deploying contemporary AI solutions at customer sites.
- Demonstrated technical leadership through architectural direction, mentoring, and cross-team decision-making.
- Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, latency, jitter, packet loss, failover, observability, and production diagnosis.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Strong software engineering fundamentals including data structures, algorithms, system design, APIs, data modeling, and testing.
- Knowledge of telephony security, media encryption, call recording, PII handling, access controls, and relevant monitoring guardrails.
- Comfort working directly with customers in incomplete-information and fixed-timeline environments and communicating technical capability, limitations, and risk.
- Preferred qualifications include prior forward deployed, solution engineering, or professional services experience; carrier and PSTN depth; deep specialization in major CCaaS platforms; real-time communications observability experience; and enterprise contact center or IT/telephony domain expertise.
Benefits
- Base pay is listed at $190,900–$334,100, plus equity when applicable, variable or incentive compensation, and benefits.
- Health plans include flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- The role uses ServiceNow’s flexible work-persona model, with eligibility determined by location and role requirements.
- This is a 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.