Senior Staff Software Engineer-Voice AI Agent Prompting
ServiceNow2 days ago
Base Salary
$191k - $334k/yr
Responsibilities
- Build, ship, and operate production voice AI agents that interpret intent, reason over context, invoke tools, and act for callers.
- Integrate voice agents with customer CTI, CCaaS, telephony, speech, and streaming-audio environments.
- Design autonomous call workflows with appropriate handoffs, retries, escalation paths, and human-in-the-loop checkpoints.
- Author, version, review, and maintain agent instructions, prompts, tool descriptions, guardrails, and escalation rules.
- Build automated evaluation and testing for non-deterministic voice behavior using golden calls, conversation suites, model-as-judge scoring, CI gates, drift detection, and adversarial testing.
- Specify customer call-flow requirements precisely, decompose work into implementation tasks, and review AI-generated engineering output.
- Monitor and improve live-call containment, hallucination, unsafe actions, transcription accuracy, latency, prompt-injection resistance, and data protection.
- Work directly within customer environments as a forward-deployed engineer and collaborate with product, design, and platform teams.
Requirements
- At least 10 years of software engineering experience and 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 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 authoring agentic instructions, role definitions, tool descriptions, guardrails, refusal rules, and escalation rules with versioning and regression coverage.
- Ability to design prompt evaluation, golden call datasets, scenario suites, model-as-judge scoring, continuous evaluation, drift detection, and adversarial or jailbreak testing.
- Strong software engineering fundamentals including data structures, algorithms, system design, APIs, data modeling, and testing.
- Ability to define precise specifications, make sound code-versus-instructions architectural decisions, and work effectively with AI coding agents.
- Working knowledge of prompt injection, sensitive-data and call-recording leakage, excessive tool access, unsafe autonomous actions, least-privilege controls, and monitoring.
- Comfort delivering software directly inside customer telephony environments under incomplete information and fixed timelines.
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Preferred experience includes forward-deployed, solution-engineering, or professional-services delivery; contact-center technology; conversation design; evaluation and observability tooling; and enterprise customer-service or workflow domains.
Benefits
- Base pay is listed at $190,900-$334,100, plus equity when applicable, variable or incentive compensation, and benefits.
- Health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs are offered.
- The role uses a flexible work persona within a distributed work environment.
- Employee type is regular and the region is 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.