Company Description

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.

Job Description

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 platform's reliability, performance and operational architecture,



and set direction across teams.
What you'll 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 secure 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-ma

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