Staff Software Engineer-Voice Connectivity
ServiceNow2 days ago
Base Salary
$167k - $291k/yr
Responsibilities
- Design, build, and operate SIP trunking, signaling, media, and event integrations for ServiceNow’s Voice/CTI and Native Voice Controls ecosystem.
- Integrate and harden connectivity across CCaaS providers, telephony systems, CTI/PBX platforms, carriers, and media gateways.
- Design for call setup success, failover, graceful degradation, low latency, audio quality, and reliable production operation.
- Work directly inside customer telephony and CCaaS environments to map architectures, deploy connections, tune integrations, and troubleshoot live issues.
- Ensure audio, signaling, and event streams are clean and low-latency for ServiceNow voice AI agents without building the agent logic.
- Implement SIP security, media encryption, authentication, least-privilege access, and compliance guardrails.
- Define testable specifications, integration runbooks, acceptance criteria, and implementable engineering tasks.
- Monitor connectivity health, triage call-path incidents, and feed recurring production failures into architecture and runbooks.
- Set architectural direction, mentor engineers, and collaborate with product, platform, Voice/CTI, CCaaS, and voice AI teams.
Requirements
- Typically 8+ years of production software experience, with 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 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.
- 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 diagnosing production connectivity issues through instrumentation and monitoring.
- Ability to define integration specifications, make build-versus-integrate decisions, and provide architectural leadership across teams.
- Working knowledge of telephony security, media encryption, call recording, PII handling, and access controls.
- Comfort working directly with customers in forward deployed or customer-embedded environments.
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Preferred qualifications include forward deployed, solutions engineering, or professional services experience; carrier, PSTN, number porting, and codec expertise; deep experience with major CCaaS platforms; observability tooling; enterprise contact-center or telephony operations expertise; and at least 2 years deploying contemporary AI solutions at customers.
Benefits
- Base pay is $166,500–$291,400, with equity when applicable, variable or incentive compensation, and benefits.
- Health plans include 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 region is 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.