Staff Software Engineer
Core
Design, build, and operate the connectivity layer connecting customer telephony/CCaaS environments to ServiceNow's Voice/CTI ecosystem, ensuring reliable call setup, audio quality, and failover.
Role type
Staff Software Engineer (Voice Connectivity)
Builds
SIP trunking, signaling, and media integrations for ServiceNow Voice/CTI and Native Voice Controls
Domain
Telecommunications, Contact Center as a Service (CCaaS), Real-time Communications
Deliverable
production ML models | product features | infrastructure
Required skills
SIP trunking and signaling, WebSocket and streaming media APIs, real-time audio interfaces, call path reliability design, observability and monitoring, system design, API integration, security implementation, technical leadership
Preferred skills
forward deployed delivery, carrier infrastructure depth, CCaaS platform specialization
Technologies
SIP, RTP/SRTP, WebRTC, Genesys, NICE, Five9, Amazon Connect, Twilio, ServiceNow
Responsibilities
Build and operate SIP trunking and media integrations; integrate with multiple CCaaS providers; own call path reliability and failover; deliver as a forward deployed engineer in customer environments; ensure clean audio/signaling streams for voice AI agents; specify integration requirements and review code; monitor production connectivity health and triage incidents.
Seniority
Staff, hands-on IC with technical leadership