Staff SRE Engineer Voice Core Platform

About the role

We are building a real-time conversational AI voice platform. An orchestrator runs every call through Voice Activity Detection Speech-to-Text LLM-based agent matching tool calling against ServiceNow platform (Glide) APIs and Text-to-Speech.

In voice latency and reliability are the product. You will own the platforms reliability performance and operational architecture and set direction across teams.

What youll do

• 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.

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• 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 Inference serving experience (vLLM Triton GPU scheduling).
• Familiarity with the ServiceNow platform or enterprise SaaS backends.

Additional Information :

Work Personas

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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