Staff Software Engineer
ServiceNow9 hours 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, traditional CTI/PBX systems, carriers, media gateways, WebSocket interfaces, streaming media APIs, and real-time audio systems.
- Design for call setup success, failover, graceful degradation, latency, jitter, packet loss, and dropped-call diagnosis in production.
- Work directly within customer environments to map architectures, deploy and tune connections, and troubleshoot live telephony and vendor-stack 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 customer environments.
- Define testable integration specifications, runbooks, acceptance criteria, and implementable engineering tasks; provide architectural direction and review work.
- Monitor live deployments, triage call-path incidents, identify recurring failures, and improve architecture and operational runbooks.
- Collaborate with product managers, voice AI engineers, platform teams, and customers on integration requirements, tradeoffs, capability, and risk.
Requirements
- 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.
- Typically 8+ years of production software experience, including several years focused on telephony, CTI, or real-time communications systems.
- Demonstrated technical leadership through architectural direction, mentoring, and cross-team integration decisions.
- Willingness to work directly with customers in a forward-deployed, customer-embedded capacity.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Strong software engineering fundamentals, including data structures, algorithms, system design, APIs, data modeling, and testing.
- Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and live-audio latency, jitter, and packet-loss behavior.
- Ability to design production observability, failover, graceful degradation, and connectivity diagnosis across carriers and vendors.
- Working knowledge of hosted voice and agent ecosystems, telephony security, media encryption, call recording, PII handling, and access controls.
- Preferred experience includes forward-deployed or professional-services delivery, SIP provisioning, PSTN and carrier relationships, number porting, codec-level audio handling, major CCaaS platforms, observability tooling, and enterprise contact-center operations.
- At least 2 years of experience deploying contemporary AI solutions at customers is listed as desired experience.
Benefits
- Base benefits include health plans with flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, a flexible time-away plan, and family leave programs.
- The role has a flexible work persona and is a regular employee position in the North America and Canada region.
- The position may include equity and variable or incentive compensation in addition to base pay.
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.