Staff AI/ML Software Engineer

The Connected Customer Experience (CCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey. The products we build power digital business for ServiceNow and can even become commercially available. Design and build scalable search ranking, indexing and personalization systems. Develop real-time and batch ML models using embeddings, collaborative filtering, and deep learning. Integrate user behavior signals, session data, and content metadata to optimize relevance. Experience working with LLM technologies, including developing generative and embedding techniques, modern model architectures, retrieval-augmented generation (RAG), fine tuning / pre-training LLM (including parameter efficient fine-tuning), Deep reinforcement learning and evaluation benchmarks Collaborate cross-functionally with product, data, and infra teams to deploy experiments and measure impact. Optimize retrieval, filtering, and ranking algorithms in production search pipelines. Real-time Personalization using query Embeddings for Search Ranking Monitor model performance and continuously iterate using A/B testing and offline evaluation metrics