Senior Staff Software Engineer_Voice Connectivity
ServiceNow11 hours ago
Base Salary
$191k - $334k/yr
Responsibilities
- Design, build, ship, and operate SIP trunking, signaling, media, and event integrations for ServiceNow’s Voice ecosystem.
- Integrate customer environments with CCaaS and telephony platforms using SIP, WebSocket, streaming media, and real-time audio interfaces.
- Design for call setup reliability, failover, graceful degradation, latency, jitter, packet loss, and dropped-call prevention.
- Work as a forward-deployed engineer inside customer telephony, CTI, and CCaaS environments to deploy, tune, and troubleshoot integrations.
- Ensure clean, well-formed, low-latency audio, signaling, and event streams for ServiceNow voice AI agents without building the agents themselves.
- Implement SIP security, media encryption, authentication, least-privilege access, and regulated-environment safeguards.
- Translate customer requirements into precise specifications, integration runbooks, acceptance criteria, and implementable engineering tasks.
- Monitor live customer deployments, triage call-path incidents, and incorporate recurring failure patterns into architecture and runbooks.
- Set architectural direction, mentor engineers, and collaborate with product, design, voice AI, Voice/CTI, CCaaS, and platform teams.
Requirements
- Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications systems.
- 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 SIP, RTP/SRTP, WebRTC, codecs, media gateways, and live-audio latency, jitter, and packet-loss characteristics.
- Experience designing failover and graceful degradation and diagnosing connectivity issues in production through instrumentation and monitoring.
- Strong software engineering fundamentals including data structures, algorithms, system design, APIs, data modeling, and testing.
- Technical leadership experience setting architecture, mentoring engineers, and driving cross-team integration decisions.
- Ability and willingness to work directly with customers in forward-deployed telephony and contact-center environments.
- Working knowledge of SIP security, media encryption, call recording, PII handling, access controls, and related monitoring guardrails.
- Experience with carrier relationships, SIP trunk provisioning, PSTN, number porting, codec-level audio handling, observability tooling, and enterprise telephony or contact-center operations is preferred.
- At least 2 years of experience deploying contemporary AI solutions at customers is requested in the desired experience section.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience; advanced degrees and certifications are a plus.
Benefits
- Health plans including flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs.
- Flexible work persona; the posting identifies the role as flexible, with eligibility determined by role and work location.
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.