Staff SRE Engineer - Voice Core Platform
ServiceNow · Posted Oct 12
Cloud-based workflow automation and artificial intelligence platform services
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About the role
The team is building a real-time conversational AI voice platform whose 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. Because latency and reliability are the product in voice, the platform spans real-time streaming, AI agent orchestration, and production LLM serving. This role owns the platform's reliability, performance and operational architecture and sets direction across teams.
What you will 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.
Skills used in this role
What the employer is looking for
- 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 AI's 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.
Preferred qualifications
- Experience Inference serving experience (vLLM, Triton, GPU scheduling).
- Familiarity with the ServiceNow platform or enterprise SaaS backends.
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
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