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 protected progressive delivery.
- Lead incident response and postmortems, and mentor engineers across the team.

📌 Staff SRE Engineer - Voice Core Platform (Hyderabad)
🏢 ServiceNow
📍 Hyderabad