Staff SRE Engineer - Voice Core Platform

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From ServiceNow’s original posting

Job Description: About the role We are building a real-time conversational AI voice platform. An 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. In voice, latency and reliability are the product. You will own the platform's reliability, performance and operational architecture, and set direction across teams. What you'll 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. Qualifications: To be successful in…