Sr Software Engineer – CRM Self-service & AI Workflows
ServiceNow · Hyderabad
| Company | ServiceNow |
|---|---|
| Role | Sr Software Engineer – CRM Self-service & AI Workflows |
| Location | Hyderabad |
| Work mode | On-site |
| Experience | 3–6 years |
| Job type | Full-time |
| Qualification | Bachelor's degree in CS, software engineering or a related field, or equivalent experience |
About this job
ServiceNow is hiring a Senior Software Engineer in Hyderabad for its CRM business, which covers customer service, field service and sales on one AI platform. You will design and build features for CRM self-service and customer service workflows such as handling cases and work orders and guiding support agents step by step.
You will own complex parts end to end with product, design and platform teams, and use AI to make customer processes faster. The role also includes on-call work and mentoring engineers.
Eligibility
- 5+ years of software engineering with influence beyond your own team
- Production experience with LLM APIs, retrieval, agent orchestration and tool calling
- Experience writing agent instructions and evaluations for them
- Java, JavaScript/TypeScript and React skills
- Has led incidents and been on call for systems customers use
Skills required
What you will do
- Build scalable apps and integrations on the ServiceNow platform
- Own code from design and test automation to delivery
- Lead technical initiatives from planning to deployment
- Build proofs of concept to test design choices
- Set platform best practices and mentor engineers
How to apply
- Open the official ServiceNow job page with the Apply button and submit your application there.
- Tailor your resume to customer-facing features you owned, LLM or agent features you shipped and how you evaluated them.
Before the interview, prepare:
- Agent design: tool calling, structured outputs and handling model mistakes
- Evaluation: building test sets for an AI workflow and tracking regressions
- ServiceNow basics: tables, business rules, flows and scoped apps
- Incident command: leading an outage and the systemic fix afterwards
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