ServiceNow
Manager, Software Engineering Omni Channel Management
$166K–$291K
Santa Clara, CALIFORNIA, United States · Manager · Full-time · Posted Aug 19, 2026
- Experience
- Typically a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree. Also requires 5+ years as a technical lead for technical teams.
- 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.
About the job
Leads the OmniChannel engineering team for Customer Support Management, setting technical direction and shipping AI-powered chat, voice, and contact-center capabilities while managing people, delivery, quality, and reliability.
What you'll do
- Lead and develop engineers; oversee product development, engineering deliverables, and monthly release cycles.
- Design and deliver conversational experiences and AI-native applications and workflows, including automated evaluation and testing.
- Own production quality, safety, and reliability, and collaborate with product, design, and engineering teams.
What they ask for
- Demonstrated experience building, shipping, and operating production software, including hands-on delivery of AI-native application features.
- Direct experience authoring agentic instructions and prompts, designing AI-driven autonomous workflows, and building their evaluation and testing.
- Experience delivering conversational experiences in chat and voice; willingness to work directly with customers in a forward deployed capacity.
- 5+ years of experience as a technical lead for technical teams; strong software engineering, AI application, evaluation, and safety skills.
Nice to have
- Prior forward deployed experience.
- Voice and contact center technology, conversation design partnership, evaluation and observability tooling, or enterprise domain depth.
Pay
$166,500 - $291,400 USD base salary
Tools
APIs, IVR, LLM
AI focus
Builds and operates AI-native applications, agentic workflows, and conversational AI across chat and voice; includes prompt and instruction authoring, evaluation, safety, and production monitoring.
Model-written summary · the original posting is authoritative