Manager, Software Engineering Omni Channel Management

Overview

As the Manager of Software Engineering you will lead the OmniChannel team within Customer Support Management (CSM). This hands-on leadership role will set technical direction driving execution of key initiatives such as Voice AI Chat AI Contact Center Integrations among other Omni Channel addition you will also oversee engineering operations ensure product quality and scalability and foster collaboration across global teams.

About the Role: 

As a Manager Software Engineering Management you will set technical direction and serve as a thought partner to your engineers and product counterparts staying close enough to the work to make sound technical judgments and unblock your team when it matters. You will lead a team as a people manager investing in their growth deliberately raising the performance bar with intention rather than simply maintaining it and consistently creating space for innovation alongside a fast-moving technical growth.  

What you get to do in this role:  

• Manage product development activities and oversee end-to-end engineering deliverables. 
• Manage and build a team of engineers by identifying individual strengths providing career development and proactively elevating engineers. 
• Manage daily activities and lead monthly release cycles with product management providing technical feedback to maintain delivery velocity ensuring engineering excellence and code quality.
• Design conversational experiences across chat and voice. Build experiences that hold context across turns hand off cleanly between automated and human agents and behave consistently across channels accounting for what voice imposes: latency budgets barge-in speech recognition error disambiguation and confirmation before consequential actions.
• Build AI native applications. Design and ship applications built around agentic behavior intent interpretation multi-step reasoning tool invocation and action on the users behalf together with the data models integrations and channels that make them usable in production.
• Design AI-driven autonomous workflows. Decompose business processes into the steps and decision points an agent can execute determining where autonomy is appropriate where a human checkpoint is required and how exceptions retries and hand-back to a person are handled.
• Build automated evaluation and test non-deterministic behavior. Design and operate the evaluation that makes change safe golden datasets multi-turn conversation suites model-as-judge scoring calibrated to human review CI gates and drift detection plus adversarial jailbreak grounding and tool-selection testing.
• Specify precisely and direct AI coding agents. Convert requirements into testable specifications with explicit scope constraints and acceptance criteria; decompose work into agent-sized tasks; and review agent output for correctness and maintainability. You own the result regardless of what produced it.
• Own quality safety and reliability in production. Monitor conversation quality containment hallucination and unsafe actions; defend against prompt injection and data leakage; and feed production failures back into specifications and evaluation sets.
• Collaborate across product design and engineering. Partner with product managers designers conversation designers and engineers to define success criteria align on tradeoffs and communicate capability and risk clearly.
• Solve ambiguous problems and fast-changing priorities by providing clear direction to the team by fostering collaboration and applying structured decision-making. 

Qualifications :

Experience

A demonstrated track record of building shipping and operating production software including hands-on delivery of AI-native application features that real users depend on rather than demos. Direct experience authoring agentic instructions and prompts designing AI-driven autonomous workflows and building the evaluation and testing that verifies them is required. Experience delivering conversational experiences in chat and voice . Willingness to work directly with customers in a forward deployed capacity is required; prior forward deployed experience is an advantage. Typically requires a minimum of 8 years of related experience with a Bachelors degree; or 6 years and a Masters degree. 5 years of experience as a technical lead for technical teams 

Education

Bachelors degree in Computer Science Software Engineering or a related technical field or equivalent practical experience. Advanced degrees or certifications are a plus but are not a substitute for a demonstrated record of shipping reliable AI-native applications.

Key Competencies Skills and Experience

• Software engineering fundamentals. Strong command of data structures algorithms system design APIs data modeling and testing.
• AI native application development. Hands-on experience building applications where model-driven behavior is central agent orchestration at the application layer tool and function calling context assembly grounding against enterprise data and handling latency cost and failure.
• AI-driven autonomous workflow design. Demonstrated experience designing workflows in which agents carry out multi-step business processes with limited supervision: process decomposition decision points and autonomy boundaries human-in-the-loop checkpoints exception and retry handling and observability over what the agent did and why.
• Conversational and multi-channel design. Practical experience across chat and voice including Voice AI: turn and context management intent and entity handling disambiguation and confirmation patterns automated-to-human handoff and the latency and speech recognition constraints voice adds.
• Agentic instruction authoring. Demonstrated skill writing and maintaining the natural-language logic that governs agent behavior instructions role definitions tool descriptions guardrails and refusal and escalation rules with versioning review and regression coverage applied as they would be to code.
• Prompt engineering. Intent-driven prompt design: decomposition golden and few-shot examples structured output and schema enforcement grounding and citation and disciplined iteration against evaluation results rather than impressions.
• Evaluation and testing of non-deterministic systems. Ability to build measurable frameworks assessing response quality agent behavior tool-selection accuracy and regression risk golden datasets scenario suites model-as-judge scoring with human calibration continuous evaluation pipelines and drift detection plus adversarial jailbreak and grounding testing.
• Specification precision and architectural judgment. Ability to define problems rigorously enough that another engineer or an AI agent implements them correctly and to decide soundly when to solve a problem in code in instructions or by delegating to an agent.
• Safety security and data handling. Working knowledge of risks specific to AI-integrated applications prompt injection sensitive-data and secret leakage over-broad tool access unsafe autonomous action translated into concrete guardrails least-privilege controls and monitoring.
• Experience in managing cross-functional teams with combined engineering and quality responsibilities. 

Desired Experience

• Voice and contact center technology. Telephony and contact center platforms IVR speech recognition and synthesis streaming audio and real-time latency optimization.
• Conversation design partnership. Experience working alongside conversation or content designers contributing to dialogue flow tone and error-recovery design.
• Evaluation and observability tooling. Evaluation frameworks prompt and instruction management tooling tracing for LLM applications and analysis of production transcripts at scale.
• Enterprise domain depth. Customer service contact center operations sales or enterprise workflow at a depth sufficient to challenge a requirement rather than only implement it.

For positions in this location we offer a base pay of $166500 - $291400 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 religion sex sexual orientation national origin age disability gender identity  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