Staff Software Engineer
ServiceNow7 hours ago
Hyderābād, IndiaStaff+
Responsibilities
- Build and operate agentic HR capabilities for intent interpretation, multi-step reasoning, tool invocation, case management, inquiry resolution, routing, and employee-lifecycle workflows.
- Design autonomous workflows with appropriate human checkpoints, exception handling, retries, and hand-back behavior for sensitive HR actions.
- Author, version, review, and maintain system instructions, role definitions, tool descriptions, guardrails, and escalation paths as upgrade-safe product contracts.
- Build automated evaluation and testing for non-deterministic behavior, including golden datasets, conversation suites, model-as-judge scoring, drift detection, jailbreak testing, grounding, tool selection, PII leakage, and access-boundary violations.
- Develop conversational experiences across employee portals, chat shells, workplace messaging, agent workspaces, and voice channels, including context preservation and human handoff.
- Specify work for AI coding agents, supervise parallel workstreams, and critically review generated output for correctness, security, maintainability, and adherence to requirements.
- Own production quality, safety, reliability, observability, rollback mechanisms, incident analysis, and metrics for agent behavior.
- Build full-stack applications, APIs, data models, integrations, and front-end experiences connected to HCM, payroll, benefits, identity, knowledge, and related service domains.
- Collaborate with product, design, conversation design, HR, compliance, and engineering partners, and mentor IC1 through IC3 engineers.
Requirements
- 9+ years of software engineering experience in backend, frontend, or full-stack development.
- Strong JavaScript, Node.js, React, and API integration skills.
- Experience with automated unit and integration testing, CI/CD pipelines, data modeling, and query optimization.
- Hands-on experience with AI/GenAI or ML-driven features, including LLM prompting, NLU, intent classification, or conversational AI systems.
- Experience designing prompts, injecting context, tuning outputs, implementing guardrails, integrating large language model APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement.
- Working knowledge of evaluation, embeddings, probabilistic model behavior, and modern model failure modes sufficient to debug and verify production behavior.
- Current, effective use of AI coding assistants or agents with precise specifications, critical review, and verification harnesses.
- Operational experience with CI/CD, containerized workloads, observability, on-call responsibilities, and incident command for customer-facing systems.
- Demonstrated mentorship of less-experienced engineers and a record of improving quality through code review.
- Bachelor's degree in computer science, software engineering, or a related technical field, or equivalent practical experience; advanced degrees are a plus.
- Preferred experience includes HR case management or employee-lifecycle domains, payroll, benefits, leave and absence, HCM integrations, extensible customer-configured products, evaluation and observability tooling, conversational channels, conversation design, forward-deployed delivery, and ServiceNow Now Platform capabilities.
Benefits
- Flexible work persona arrangements may be remote, flexible, or required in office depending on role and location.
- Regular employee position in the APAC region.
- ServiceNow provides an accessible and inclusive application process with reasonable accommodations available.
Tech Stack
Categories
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.