Senior Staff Software Engineer-Voice AI Agent Prompting

About the Position

We are looking for a Senior Staff Software Engineer-Voice AI Agent Prompting to join our team in Santa Clara. This role involves designing, building, shipping, and operating voice AI agents that provide conversational and agentic experiences over a live audio channel.

Responsibilities

• Build voice AI agents: Design and ship agentic voice applications for intent interpretation, multi-step reasoning, tool invocation, and action on the caller's behalf.
• Design AI-driven autonomous voice workflows: Decompose call flows and business processes into steps and decision points a voice agent can execute.
• Engineer for what voice demands: Build experiences that manage context, barge-in, interruptions, and recover gracefully from speech-recognition errors.
• Author and maintain voice agent instructions: Write, structure, and version system instructions, role definitions, tool descriptions, guardrails, and escalation rules.
• Engineer prompts for reliability: Iterate prompts against measured call outcomes to ensure task decomposition, structured output schemas, and graceful hand-back to a human agent.
• Build automated evaluation and testing: Design and operate evaluation frameworks to make changes safe on a live channel, including adversarial, jailbreak, grounding, and tool-selection testing.
• Specify precisely and direct AI coding agents: Convert customer call-flow and telephony requirements into testable specifications and review agent output for correctness and maintainability.
• Deliver as a forward deployed engineer: Work directly inside a customer's telephony, CTI, and CCaaS environment to build against their call data, integrations, and channels.
• Own quality, safety, and reliability on live calls: Monitor call containment, hallucination, unsafe actions, and transcription accuracy, and defend against prompt injection and data leakage.
• Collaborate across product, design, and engineering: Partner with product managers, designers, and platform teams to define success criteria, align on tradeoffs, and communicate capability and risk clearly.

Requirements

• Software engineering fundamentals: Strong command of data structures, algorithms, system design, APIs, data modeling, and testing.
• AI native voice application development: Hands-on experience building applications where model-driven behavior is central.
• AI-driven autonomous workflow design: Demonstrated experience designing workflows in which voice agents carry out multi-step call processes with limited supervision.
• Voice and telephony platform expertise: Practical experience with telephony integration, speech recognition and synthesis, and streaming audio.
• Agentic instruction authoring: Demonstrated skill writing and maintaining the natural-language logic that governs voice agent behavior.
• Prompt engineering: Intent-driven prompt design tuned for voice.
• Evaluation and testing of non-deterministic voice systems: Ability to build measurable frameworks assessing call quality, agent behavior, tool-selection accuracy, and regression risk.
• Specification precision and architectural judgment: Ability to define call-flow problems rigorously and decide 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 voice applications.
• Forward deployed delivery and stakeholder communication: Comfort working directly with customers inside their telephony environment.

We Offer

• Base Pay: $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health Plans: Including flexible spending accounts.
• Retirement Plan: 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP): Matching donations.
• Flexible Time Away Plan: Family leave programs.

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, 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. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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 law.

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.