Senior Staff Software Engineer_Voice Agent Prompting
ServiceNow2 days ago
Base Salary
$191k - $334k/yr
Responsibilities
- Design, build, and operate SIP trunking, signaling, media, and event integrations between customer telephony or CCaaS platforms and ServiceNow’s Voice ecosystem.
- Integrate with CCaaS providers, CTI/PBX systems, carriers, media gateways, WebSocket APIs, streaming media APIs, and real-time audio interfaces.
- Design for call setup success, failover, graceful degradation, low latency, and reliable audio under real carrier and network conditions.
- Work directly in customer environments to map architectures, deploy and tune connections, and troubleshoot live issues.
- Ensure clean, well-formed, low-latency audio, signaling, and event streams for ServiceNow voice AI agents without building the agent logic.
- Implement SIP security, media encryption, authentication, least-privilege access, and compliance safeguards for regulated environments.
- Create testable specifications, integration runbooks, implementation tasks, acceptance criteria, and architectural guidance.
- Monitor production connectivity, triage call-path incidents, analyze recurring failures, and improve architecture and runbooks.
- Set technical direction across teams, mentor engineers, and collaborate with product, design, voice AI, and platform teams.
Requirements
- At least 8 years of software engineering experience, including 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 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.
- Strong knowledge of software engineering fundamentals, including data structures, algorithms, system design, APIs, data modeling, and testing.
- Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, latency, jitter, and packet loss in live audio.
- Experience designing failover and graceful degradation and diagnosing connectivity issues through production observability.
- Working knowledge of hosted voice and agent ecosystems, SIP security, media encryption, call recording, PII handling, and access controls.
- Technical leadership experience setting architecture, mentoring engineers, and driving cross-team integration decisions.
- Willingness to work directly with customers in a forward deployed capacity; prior forward deployed, solutions engineering, or professional services experience is preferred.
- Experience with SIP trunk provisioning, PSTN/carrier relationships, number porting, codec-level audio handling, observability tooling, and enterprise contact-center or telephony operations is preferred.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience; advanced degrees and certifications are preferred but not substitutes for production delivery experience.
Benefits
- Base pay is $190,900–$334,100, plus equity when applicable, variable or incentive compensation, and benefits.
- Health plans, including flexible spending accounts, are offered.
- 401(k) plan with company match is offered.
- Employee stock purchase plan is offered.
- Matching donations, flexible time away, and family leave programs are offered.
- The role is a regular employee position with a flexible work persona in North America and Canada; eligibility depends on assigned location and work persona.
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.