Senior Staff Software Engineer-Voice Agent Prompting
ServiceNow2 days ago
Base Salary
$191k - $334k/yr
Responsibilities
- Design, build, ship, and operate SIP trunking, signaling, media, and event integrations connecting customer telephony and CCaaS systems to ServiceNow Voice/CTI and Native Voice Controls.
- Integrate with CCaaS providers, carriers, media gateways, CTI/PBX systems, and real-time audio interfaces.
- Design for call setup success, failover, graceful degradation, low latency, and reliable audio under real-world network and carrier conditions.
- Work directly inside customer telephony and CCaaS environments to map architectures, deploy connections, tune integrations, and troubleshoot production issues.
- Instrument and monitor connectivity health, including latency, jitter, packet loss, dropped calls, and failure causes.
- Implement SIP security, media encryption, authentication, least-privilege access, and compliance controls for regulated environments.
- Write testable specifications, integration runbooks, acceptance criteria, and implementable engineering tasks.
- Provide architectural direction, mentor engineers, review implementation quality, and drive cross-team integration decisions.
- Partner with product managers, voice AI agent engineers, platform teams, and customers on integration requirements, risks, and tradeoffs.
Requirements
- 8+ years of production software engineering experience, including several years focused on telephony, CTI, or real-time communications systems.
- Demonstrated Staff Software Engineer-level experience building, shipping, and operating production telephony or CCaaS integrations.
- Hands-on experience with SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces across 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, graceful degradation, observability, and production diagnosis for carrier and vendor connectivity.
- Strong software engineering fundamentals, including data structures, algorithms, system design, APIs, data modeling, and testing.
- Experience setting architectural direction, mentoring engineers, and driving cross-team technical decisions.
- Ability and willingness to work directly with customers in a forward-deployed capacity inside telephony and contact-center environments.
- Working knowledge of SIP security, media encryption, call recording, PII handling, access controls, and related monitoring guardrails.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Preferred experience includes forward-deployed or customer-embedded delivery, carrier and PSTN infrastructure, number porting, codec-level audio handling, observability tooling, major CCaaS platforms, and enterprise contact-center or telephony operations.
- At least 2 years of experience deploying contemporary AI solutions at customers is also desired.
Benefits
- Base benefits include health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- The role has a flexible work persona within ServiceNow’s distributed work model.
- Employee type is regular, and the role is listed for 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.