Staff Software Engineer_Voice Connectivity
ServiceNow10 hours ago
Base Salary
$167k - $291k/yr
Responsibilities
- Design, build, ship, 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 Genesys, NICE, Five9, Amazon Connect, Twilio, traditional CTI/PBX systems, carriers, and media gateways using SIP, WebSocket, streaming media, and real-time audio interfaces.
- Design for call setup success, failover, graceful degradation, latency, jitter, packet loss, and dropped-call prevention across live carrier and network conditions.
- Work directly inside customer telephony and CCaaS environments to map architectures, deploy and tune connections, and troubleshoot production issues.
- Ensure audio, signaling, and event streams are clean, well-formed, and low-latency for ServiceNow voice AI agents without building the agents themselves.
- Implement SIP security, media encryption, authentication, least-privilege access, and safeguards for regulated or high-security environments.
- Define testable integration specifications and runbooks, decompose work into implementable tasks, and review implementation quality.
- Monitor production connectivity, triage call-path incidents, identify recurring failure patterns, and improve architecture and operational guidance.
- Set architectural direction, mentor engineers, and drive cross-team integration decisions with product, design, platform, and voice AI teams.
Requirements
- At least 8 years of production software engineering experience, including several years focused on telephony, CTI, or real-time communications systems.
- Demonstrated Staff-level experience building, shipping, and operating production telephony or CCaaS integrations with hosted or cloud services.
- Hands-on experience with SIP trunking and signaling, WebSocket and streaming media APIs, real-time audio interfaces, and multiple CCaaS providers.
- Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and live-audio latency, jitter, and packet-loss behavior.
- Experience designing failover and graceful degradation and instrumenting, monitoring, and diagnosing production connectivity systems.
- Strong software engineering fundamentals, including data structures, algorithms, system design, APIs, data modeling, and testing.
- Experience setting architectural direction, mentoring engineers, and driving cross-team technical decisions.
- Comfort working directly with customers in forward-deployed or embedded environments and communicating technical capability, limitations, and risk.
- Working knowledge of SIP security, media encryption, call recording, PII handling, access controls, and telephony integration risks.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- At least 2 years of experience deploying contemporary AI solutions at customers.
- Preferred experience includes forward-deployed or professional-services delivery, SIP trunk provisioning, PSTN and carrier relationships, number porting, codec-level audio handling, major CCaaS platforms, observability tooling, and enterprise contact-center or telephony operations.
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, with eligibility determined by role and location; remote or required-in-office arrangements may apply.
- Regular employee position in North America and Canada.
Categories
BackendForward 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.