Staff Software Engineer_Voice Connectivity
ServiceNow30 days ago
Base Salary
$167k - $291k/yr
Responsibilities
- Design, build, and operate SIP trunking, signaling, media, and event integrations connecting customer telephony and CCaaS systems to ServiceNow Voice/CTI and Native Voice Controls.
- Integrate and harden connectivity across CCaaS providers, CTI/PBX systems, carriers, media gateways, and customer networks.
- Design for call setup reliability, failover, graceful degradation, low latency, low jitter, packet-loss resilience, and dropped-call diagnosis.
- Work directly in customer environments to map architectures, deploy and tune integrations, 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 regulated-environment safeguards.
- Translate customer requirements into testable specifications, integration runbooks, implementation tasks, and acceptance criteria.
- Monitor production connectivity, triage call-path incidents, analyze recurring failures, and improve architecture and runbooks.
- Set architectural direction, mentor engineers, and collaborate with product, voice AI, platform, and customer stakeholders.
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Typically 8+ years of production software engineering experience, including several years focused on telephony, CTI, or real-time communications systems.
- Demonstrated Staff-level record of 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, latency, jitter, and packet loss in live audio systems.
- Experience designing failover and graceful degradation and monitoring and diagnosing production connectivity issues.
- Knowledge of hosted voice and agent ecosystems, including ServiceNow Voice/CTI and Native Voice Controls.
- Strong software engineering fundamentals, including data structures, algorithms, system design, APIs, data modeling, and testing.
- Experience with SIP security, media encryption, call-recording and PII handling, access controls, and telephony data safeguards.
- Comfort working directly with customers in forward-deployed or customer-embedded settings and communicating technical risks to non-engineers.
- At least 2 years of experience deploying contemporary AI solutions at customers.
- Experience with SIP trunk provisioning, PSTN or carrier relationships, number porting, codec-level audio handling, observability tooling, and enterprise contact-center operations is preferred.
- Advanced degrees or certifications and experience with Genesys, NICE, Five9, or Amazon Connect are preferred.
Benefits
- Base pay is listed at $166,500–$291,400, 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 is regular employment with a flexible work persona in 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.