ServiceNow · Santa Clara, CA, United States
Join ServiceNow as a Staff Software Engineer in Voice Connectivity Engineering. In this role, you will design, build, and operate the connectivity layer between a customer's telephony and CCaaS environment and the ServiceNow Voice ecosystem. You will work across the full lifecycle, ensuring call path reliability, integrating with CCaaS and telephony platforms, and delivering a clean audio and signaling stream for voice AI agents. This position requires a strong background in software engineering, telephony integration, and real-time communications systems.
- CCaaS and telephony integration patterns. Hands-on experience integrating with CCaaS platforms and telephony infrastructure using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces, across multiple providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX systems
- Willingness to work directly with customers in a forward deployed capacity, embedded in their telephony and contact center environment, is required; prior forward deployed experience is an advantage
- Software engineering fundamentals. Strong command of data structures, algorithms, system design, APIs, data modeling, and testing
- Safety, security, and data handling. Working knowledge of risks specific to telephony integrations — SIP security, media encryption, call-recording and PII handling, over-broad access — translated into concrete guardrails and monitoring
- Demonstrated technical leadership is expected at this level: setting architectural direction across teams, mentoring engineers, and driving cross-team integration decisions on voice and telephony systems
- Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications systems
- Direct, hands-on experience integrating with CCaaS platforms using common patterns — SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces — across multiple CCaaS providers, is required
- Forward deployed delivery and stakeholder communication. Comfort working directly with customers inside their telephony environment under incomplete information and fixed timelines, and credibility communicating capability, limitation, and risk to non-engineers
- Real-time communications and media handling. Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and the latency, jitter, and packet-loss characteristics of live audio
- A demonstrated track record of building, shipping, and operating production telephony or CCaaS integrations at a Staff Software Engineer level, including hands-on delivery of connectivity between third-party telephony/CCaaS platforms and a hosted or cloud service
- Call path reliability and observability. Ability to design for failover and graceful degradation across carriers and vendors, and to instrument, monitor, and diagnose connectivity issues in production
- Voice platform architecture. Working knowledge of how a hosted voice and agent ecosystem — such as ServiceNow's Voice/CTI and Native Voice Controls — consumes audio, signaling, and event streams, enough to design an integration the platform can reliably use without building the agent logic itself
- Bachelor's 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, production voice and telephony connectivity
- Specification precision and architectural judgment. Ability to define integration and connectivity problems rigorously enough for another engineer to implement correctly, and sound judgment on build-versus-integrate tradeoffs across vendor ecosystems
- Forward deployed or customer-embedded delivery. Prior work as a forward deployed engineer, solution engineer, or in professional services, delivering software inside a customer's environment
- Carrier and infrastructure depth. Experience with SIP trunk provisioning, PSTN/carrier relationships, number porting, and codec-level audio handling below the application layer
- CCaaS platform specialization. Deep, hands-on experience with one or more major CCaaS platforms — such as Genesys, NICE, Five9, or Amazon Connect — beyond generic integration patterns
- Observability tooling. Experience with tracing, monitoring, and analysis tooling for real-time communications systems, and analysis of production call and connectivity data at scale
- Enterprise domain depth. Customer service, contact center operations, or enterprise IT/telephony operations, at a depth sufficient to challenge a requirement rather than only implement it
- Years of Experience. At least 8 years of experience in software engineering with at least 2 years of experience in deploying contemporary AI solutions at customers