Principal Machine Learning Engineer VoIP Infrastructure
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Job Location:
Santa Clara County, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that anyuser regardless of technical knowledge can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k enterprise customers around the world.
What you get to do in this role:
- Lead the design and implementation of VoIP and CCaaS integrations connecting ServiceNows AI platform with enterprise contact center providers.
- Design and architect 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.
- Lead 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.
- Integrate AI capabilities including LLM-powered features and conversational workflows into real-time voice pipelines.
- 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:
- Extensive experience building VoIP systems using SIP/RTP protocols;
- Practical knowledge ofKamailio RTPEngine FreeSWITCHSBCs 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
- 10 years of development experience with PythonGoLang Java or similar languages.
- 10 years of experienceoperatinghighly availabledistributed workloads on Kubernetes following a DevOps approach.
- Working experiencebuilding distributed systems with cloud-native software;
- Experience with software-defined networking infrastructure as code and configurationmanagement;
- Experience with DevOpstooling(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
- 10 years of experience with infrastructure and platform operations deployments SRE and DevOps with a continued focus on improving Platformhealth is considered an asset
- Experience inleveragingor 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 AIs potential impact on the function or industry.
- Experience in using AI productivity tools such as Cursor Windsurfetc
For positions in this location we offer a base pay of $236000 - $413000 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 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 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.
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Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Learn here. Grow here. Make a difference here. At ServiceNow, our cloud?based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. Were growing fast, innovating even faster, and making an impact on our c ... View more
