Staff Software Engineer

We need to output HTML fragment with sections: About the role? Actually the posting includes "Company Description", "Overview Job Description", "What You Get to Do", "Qualifications", "Key Competencies, Skills, And Experience", "Desired Experience", "For positions in this location, we offer a base pay...". Also benefits: health plans etc. Also schedule? Not mentioned. So we need sections: About the role? Not present. Could use "Overview" as heading? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map content to these headings if they exist. The posting includes "Company Description" (maybe About the role?), "Overview Job Description" (maybe Overview?), "What You Get to Do" (Responsibilities?), "Qualifications", "Key Competencies, Skills, And Experience" (Skills?), "Desired Experience" (maybe Requirements?), Pay section present: base pay range. Benefits: health plans etc. Schedule not present, so omit. We must not repeat job title as heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc. Remove "Equal Opportunity Employer", "Accommodations", "Export Control Regulations", "From Fortune", etc. Also remove "Work Personas" maybe not needed? It's not a standard heading; could be omitted as not requested. But we need to preserve all substantive information; we can include it under maybe a generic section? But instruction: include a section ONLY when posting has real, specific content for it. We could include "Work Arrangement" but not in list. Probably better to omit because not in allowed headings. However we might still need to preserve that info; but we could put it under a

without heading? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says use those for section headings. Likely they expect only those headings. So we should map content to those headings. Thus: - About the role: could combine Company Description and Overview Job Description? Maybe "About the role" includes company description and overview. We'll put company description and overview in

under About the role. - Responsibilities: "What You Get to Do" list. - Requirements: Qualifications? Actually Qualifications is separate heading. Requirements could be Qualifications? But they have both Qualifications and Requirements as possible headings. We'll treat Qualifications as Requirements? But they also have Skills heading. We'll map: - Requirements: Qualifications (Experience, Education) - Skills: Key Competencies, Skills, And Experience - Desired Experience could be part of Requirements or Skills? Might be extra but we could include under Requirements as additional. - Pay: base pay range. - Benefits: health plans etc. - Schedule: not present, omit. We must not include filler like "commensurate with experience". Not present. We need to preserve all substantive information: include details like specific CCaaS providers list, etc. We need to use

• for any list of duties/requirements/benefits. So for responsibilities list, we need
  . For qualifications list maybe bullet points. For benefits list also. We need to avoid repeating job title. No markdown. Let's craft. First, About the role: combine Company Description and Overview Job Description paragraphs. Company Description paragraph: "It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people." Overview Job Description: The paragraph describing role. We'll include that as part of About the role? Might be better to put Overview as separate? But we have no heading for Overview. Could treat as part of About the role. Thus About the role

  About the role

  then

  combine both paragraphs. Next Responsibilities

  Responsibilities

  then
  with each bullet from "What You Get to Do". Need to break into items. List items: - Build the connectivity layer. Design, build, and operate the SIP trunking, signaling, and media integrations that connect a customer's telephony and CCaaS platform to ServiceNow's Voice/CTI and Native Voice Controls ecosystem. - Integrate with CCaaS and telephony platforms. Implement and harden integrations using the common patterns of SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio and event interfaces — across CCaaS providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX and carrier setups. - Own call path reliability. Design for call setup success, failover, and graceful degradation across carriers, media gateways, and network conditions; instrument and monitor the connectivity layer for latency, jitter, packet loss, and dropped-call causes. - Deliver as a forward deployed engineer, embedded in the customer's environment. Work directly inside a customer's telephony, CTI, and CCaaS environment — mapping their existing architecture, standing up and tuning the connection into ServiceNow's Voice ecosystem, and troubleshooting live issues on their network and vendor stack. - Feed the Voice AI agent layer cleanly. Ensure the audio, signaling, and event streams the connectivity layer delivers are clean, well-formed, and low-latency enough for the voice AI agents running on ServiceNow's Voice ecosystem to operate correctly — partnering with agent engineering rather than building the agents yourself. - Design for security and compliance on the call path. Implement SIP security, media encryption, authentication, and least-privilege access across the connectivity layer, and account for what regulated or high-security customer environments require. - Specify precisely and direct engineering work. Convert customer telephony and CCaaS requirements into testable specifications and integration runbooks with explicit scope, constraints, and acceptance criteria; decompose work into implementable tasks and review the result for correctness and maintainability. - Own quality and reliability in production. Monitor connectivity health across live customer deployments, triage call-path incidents, and feed recurring failure patterns back into architecture and runbooks. - Collaborate across product, design, and engineering. Partner with product managers, voice AI agent engineers, and platform teams — Voice/CTI, CCaaS, and Native Voice Controls — to define integration requirements, align on tradeoffs, and communicate capability and risk clearly. Next Requirements

  Requirements

  (Qualifications). We'll include Experience, Education bullet list. Experience bullet points: - A demonstrated track record of building, shipping, and operating production telephony or CCaaS integrations at a Staff Software Engineer level, including hands-on delivery of connectivity between third-party telephony/CCaaS platforms and a hosted or cloud service. - Direct, hands-on experience integrating with CCaaS platforms using common patterns — SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces — across multiple CCaaS providers, is required. - Demonstrated technical leadership is expected at this level: setting architectural direction across teams, mentoring engineers, and driving cross-team integration decisions on voice and telephony systems. - Willingness to work directly with customers in a forward deployed capacity, embedded in their telephony and contact center environment, is required; prior forward deployed experience is an advantage. - Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications systems. Education: - Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience. - Advanced degrees or certifications are a plus but are not a substitute for a demonstrated record of shipping reliable, production voice and telephony connectivity. We could also include Desired Experience as part of Requirements? Might be separate but we can add as additional bullet list under Requirements. Desired Experience bullets: - Forward deployed or customer-embedded delivery. Prior work as a forward deployed engineer, solution engineer, or in professional services, delivering software inside a customer's environment. - Carrier and infrastructure depth. Experience with SIP trunk provisioning, PSTN/carrier relationships, number porting, and codec-level audio handling below the application layer. - CCaaS platform specialization. Deep, hands-on experience with one or more major CCaaS platforms — such as Genesys, NICE, Five9, or Amazon Connect — beyond generic integration patterns. - Observability tooling. Experience with tracing, monitoring, and analysis tooling for real-time communications systems, and analysis of production call and connectivity data at scale. - Enterprise domain depth. Customer service, contact center operations, or enterprise IT/telephony operations, at a depth sufficient to challenge a requirement rather than only implement it. - Years of Experience. At least 8 years of experience in software engineering with at least 2 years of experience in deploying contemporary AI solutions at customers. Next Skills

  Skills

  (Key Competencies, Skills, And Experience). We'll list bullet points. - Software engineering fundamentals. Strong command of data structures, algorithms, system design, APIs, data modeling, and testing. - CCaaS and telephony integration patterns. Hands-on experience integrating with CCaaS platforms and telephony infrastructure using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces, across multiple providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX systems. - Real-time communications and media handling. Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and the latency, jitter, and packet-loss characteristics of live audio. - Call path reliability and observability. Ability to design for failover and graceful degradation across carriers and vendors, and to instrument, monitor, and diagnose connectivity issues in production. - Voice platform architecture. Working knowledge of how a hosted voice and agent ecosystem — such as ServiceNow's Voice/CTI and Native Voice Controls — consumes audio, signaling, and event streams, enough to design an integration the platform can reliably use without building the agent logic itself. - Specification precision and architectural judgment. Ability to define integration and connectivity problems rigorously enough for another engineer to implement correctly, and sound judgment on build-versus-integrate tradeoffs across vendor ecosystems. - Safety, security, and data handling. Working knowledge of risks specific to telephony integrations — SIP security, media encryption, call-recording and PII handling, over-broad access — translated into concrete guardrails and monitoring. - Forward deployed delivery and stakeholder communication. Comfort working directly with customers inside their telephony environment under incomplete information and fixed timelines, and credibility communicating capability, limitation, and risk to non-engineers. Next Pay

  Pay

  then

  with base pay range and note about equity etc. Text: "For positions in this location, we offer a base pay of $166,500 - $291,400, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location." We can include that as a paragraph. Next Benefits

  Benefits

  then
  list: - Health plans, including flexible spending accounts - 401(k) Plan