[Hiring] Senior Machine Learning Engineer @ServiceNow

Role Description

As a Senior Voice AI Engineer – Linguistics & Speech, you will:

• Contribute to the design, development and implementation of Voice AI applications, bringing linguistic and speech expertise to the core Voice Platform (Speech Recognition, Conversation Management, Speech Generation).
• Own language support end to end: add new languages and locales, and maintain language-specific instructions, normalization and pronunciation rules.
• Analyze complex speech problems across a diverse set of languages, accents and dialects.
• Work with other linguists to map the problem space of specific languages.
• Diagnose language and speech failures in production calls, trace them to the responsible component, and drive the fix with the team.
• Partner with engineers to identify and solve the right linguistic problems, and contribute code to the features that power the user experience.
• Partner with product managers to work with customers, understand their use cases and linguistic challenges, and build for their success.
• Design linguistic experiments that drive technology choices (e.g. STT/TTS models and vendors) for Voice AI applications.
• Build tooling, with the help of AI, to analyze linguistic problems at scale.
• Mentor colleagues and help promote knowledge-sharing across linguistics and Voice AI engineering disciplines.

Qualifications

• A Master's or PhD in Linguistics, Cognitive Science, or a related field.
• A specialization in phonetics, acoustics, psycholinguistics, or cognitive science (applied or interdisciplinary rather than theoretical linguistics).
• 4+ years of experience in large-scale experiment design and quantitative research projects in an industry setting or applied research.
• Hands-on experience building Voice AI applications.
• Development experience with Python or similar languages.
• Deep knowledge of the structure of several languages; fluency in a language other than English is a plus.
• Ability to explain linguistic findings clearly to engineers, product managers, and customers.
• Experience evaluating speech recognition and speech synthesis systems (considered an asset).
• Experience building applications on top of LLMs, including prompt engineering (considered an asset).
• A self-starter, outcome-driven mindset and the ability to work with many stakeholders.
• The ability to think critically about integrating AI into your work, including hands-on experience with AI tools such as Claude Code, Cursor or Windsurf.

Requirements

• For positions in this location, we offer a base pay of $161,300 - $274,200, plus equity (when applicable), variable/incentive compensation and benefits.
• Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
• We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.