Staff Machine Learning Engineer, Agentic App Platform

About the role

You will join the Conversation Engine team to scale and optimize a generative AI platform serving enterprise users. This role focuses on building infrastructure that supports complex, probabilistic conversational systems while ensuring high performance and reliability across global chat channels.

Key facts

What you'll do

• Build product infrastructure and interfaces that allow engineers to customize generative AI models and adapt them to specific business contexts.
• Design scalable API abstractions to support integration with platforms like Slack, MSTeams, and Web.
• Optimize the dialog engine for low latency and minimal memory usage, including support for real-time multilingual translation and private domain knowledge.
• Implement logging, tracing, and automated metrics to provide visibility into system performance and debugging.
• Establish engineering standards for code quality, API design, and system scalability.
• Work with ML, application, and product teams to iterate on new features and infrastructure improvements.

Requirements

• Bachelor degree or higher in computer science or a related field.
• 7+ years of professional software development experience with a focus on building systems at scale.
• Expertise in clean, modular API design and software engineering principles.
• Experience with tracing, logging, and metrics frameworks to identify and resolve latency, throughput, and concurrency issues.
• Ability to conduct independent research and deliver solutions in a fast-paced environment.
• Strong communication skills for cross-functional collaboration.

Skills & tools

• Generative AI and LLM infrastructure
• API design and abstraction
• Distributed systems
• Performance optimization and debugging tools

Practical notes

• Base pay is $176,100-308,200, plus equity, variable compensation, and benefits.
• Benefits include health plans, 401(k) with company match, ESPP, flexible time away, and family leave.
• Employment is contingent upon export control approval if required by U.S. Export Administration Regulations.
• ServiceNow is an equal opportunity employer. For accommodation requests during the application process, contact globaltalentss@servicenow.com.