About the company
ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.
Responsibilities
- Lead the architecture and technical direction of the core Voice Platform (Audio Acquisition, Conversation Management, Speech Generation, integration with API and self-hosted Voice AI models, Voice Harness).
- Design and drive large-scale, complex agentic systems, including agent orchestration, routing, tool calling and multi-agent workflows, with strict latency and reliability targets.
- Partner with product managers, customers and senior leadership to shape the platform roadmap around real use cases and technology challenges.
- Own the design and delivery of Voice distributed systems at scale, spanning multiple regions and data centers.
- Set engineering standards for architecture, code quality and processes (design reviews, code reviews, testing) across teams.
- Drive the evolution of the SRE practice by turning operational learnings into platform capabilities and tooling.
- Mentor Staff and Senior engineers, grow technical leaders, and promote knowledge-sharing across Voice AI engineering disciplines.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 12+ years of relevant industry experience, including technical leadership of large, cross-team initiatives.
- A proven track record of architecting and shipping distributed Voice AI or voice platform systems (real-time audio, STT/TTS, telephony or WebRTC) at large operational scale.
- 5+ years designing and leading large-scale, complex agentic systems in production (agent orchestration, tool calling, multi-agent coordination).
- 6+ years of development experience with P...