ServiceNow

Staff Machine Learning Engineer - VoIP Infrastructure

Reposted 10 Hours Ago

Hiring Remotely in Santa Clara CA USA

Remote or Hybrid

173K-303K Annually

Mid level

Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation

We're putting AI to work for people.

The Role

In this role you will design develop and implement VoIP infrastructure integrate LLMs into voice platforms and enhance AI-driven workflows while collaborating with various engineering teams.

Summary Generated by Built In

Company Description
It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8100 customers including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people systems and processes to empower organizations to find smarter faster and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
PLATO (Platform Engineering and AI Technology Organization) at ServiceNow is a customer-focused innovative group building intelligent software using a variety of technology stacks to enable end-to-end industry-leading work experiences for our customers. We are a group of people deeply invested in the success of our customers that happen to have expertise and knowledge in advanced technologies and software engineering best practices. We are data driven structured committed and we enjoy what we are doing. We prioritize robustness performance and user experience over the technology stack and tools.
We are a group of technology professionals and platform engineers with a dual mission. We build and evolve the AI platform and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure we lay the foundations research experiment and de-risk AI technologies that unlock new work experiences in the future.
As a Staff Machine Learning Engineer - VoIP Infrastructure you will:

Contribute to the design development and implementation of VoIP infrastructure telephony platforms and observability features that power AI-driven voice workloads
Collaborate with engineering Product and infrastructure teams to ensure our voice and AI platforms perform efficiently scale reliably and integrate seamlessly across SIP/RTP Kamailio RTPEngine and related telecom systems.
Contribute to the continuous improvement of the SRE practice by turning operational telephony and AI workload use cases into requirements for software tooling.
Contribute to the execution of deployment and support activities for VoIP systems and AI/ML developers operating in production voice environments.
Build high-quality clean scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews Unit testing etc.).
Work with product owners to understand detailed requirements and own your code from design implementation test automation and delivery - spanning both telephony infrastructure and LLM integration layers.
Experience integrating LLMs into voice platforms and real-time communication systems.
Be a mentor for colleagues and help promote knowledge-sharing across telecom and AI engineering disciplines.

Qualifications
To be successful in this role you have:

Hands-on experience building VoIP systems using SIP/RTP protocols;
Practical knowledge of Kamailio RTPEngine FreeSWITCH SBCs and PSTN systems (or similar);
Working knowledge of PSTN infrastructure and telecom protocols;
Experience integrating applications on top of LLMs (using existing models not building them);
Experience in prompt engineering and developing LLM based features
4+ years of development experience with Python GoLang Java or similar languages.
4+ years of experience operating highly available distributed workloads on Kubernetes following a DevOps approach.
Working experience building distributed systems with cloud-native software;
Experience with software-defined networking infrastructure as code and configuration management;
Experience with DevOps tooling (e.g. Helm / Ansible / Kubernetes / Prometheus /Splunk/ GitLab CI) is considered an asset
Experience building software for compliance and security in regulated environments is considered an asset
4+ years of experience with infrastructure and platform operations deployments SRE and DevOps with a continued focus on improving Platform health is considered an asset
Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AI's potential impact on the function or industry.
Experience in using AI productivity tools such as Cursor Windsurf etc

For positions in this location we offer a base pay of $173100 - $303000 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Top Skills

Ansible

Gitlab Ci

Helm

Java

Kamailio

Kubernetes

Prometheus

Python

Rtp

Rtpengine

Sip

Splunk

Voip

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The Company

HQ: Santa Clara CA

28000 Employees

Year Founded: 2004

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8100+ customers we serve approximately 85% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us visit www.servicenow.com/careers. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow we lead with flexibility and trust. For some home is the primary workplace. For those who come into a ServiceNow workplace you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible