Staff SRE Engineer - Voice Core Platform

About the Position

We are looking for a Staff SRE Engineer - Voice Core Platform to join our team in Hyderabad. This role is focused on building a real-time conversational AI voice platform and ensuring the platform's reliability, performance, and operational architecture.

Responsibilities

• Define and drive SLIs/SLOs for availability, perceived latency (end-of-speech to first audio), and call quality.
• Instrument end-to-end tracing across every pipeline stage, and lead architectural work to cut latency.
• Design autoscaling and capacity plans for stateful, real-time connections (WebSocket, WebRTC, SIP/RTP).
• Lead load, soak, and breakpoint testing, and turn results into capacity models.
• Build resilience for LLM, STT, and TTS dependencies: failover, fallbacks, rate-limit handling, and graceful degradation.
• Own Kubernetes architecture, infrastructure-as-code, and CI/CD with safe progressive delivery.
• Lead incident response and postmortems, and mentor engineers across the team.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 8+ years in SRE, DevOps, production engineering, or software engineering on production systems at scale.
• 1+ year building or operating real-time voice systems (VoIP, SIP/RTP, WebRTC, or STT/TTS integration).
• 2+ years building or operating AI agentic systems and orchestration pipelines (agent routing, tool calling, multi-step LLM workflows).
• 1+ year deploying and operating LLMs in production (model serving, inference optimization, provider integration, and failover).
• Strong expertise in Kubernetes, cloud infrastructure (AWS / Azure / GCP), and Terraform or similar.
• Hands-on observability experience (OpenTelemetry, Prometheus, Grafana, Datadog, or similar).
• Proficiency in Python, Go, or Java.

Nice to Have

• Experience with inference serving (vLLM, Triton, GPU scheduling).
• Familiarity with the ServiceNow platform or enterprise SaaS backends.

We Offer

• Competitive salary
• Opportunity to work in a leading AI company
• Professional growth and development

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. In 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 [email protected] 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.