# Nidhi Dadwal, ACP > Staff Engineer – AI & Voice Systems | ServiceNow | Agentic Workflows | Quality Architecture & FDE Location: San Francisco Bay Area, United States Profile: https://flows.cv/nidhidadwalacp Technology leader with over two decades of progressive experience building and scaling enterprise platforms across AI, Voice, and Agentic systems. Currently working as a hands‑on engineer in the development team for ServiceNow HRSD Voice Agents, owning both development and testing as part of an integrated workflow. Previously served as Test Lead and QE Architect for the largest HR Voice Agent program across multiple BUs. Known for driving automation at scale, release and merge leadership, customer‑facing engineering (FDE), and raising quality bars for complex, distributed systems. Passionate about building reliable AI systems where testing, quality, and development are deeply integrated. ## Work Experience ### Staff Software Engineer (AI & Voice Systems) @ ServiceNow Jan 2021 – Present | Santa Clara, CA Staff Software Quality Engineer and QE Architect leading quality and platform initiatives for ServiceNow HRSD, AI Agents, and Voice Agents. Quality Lead for multiple high‑impact programs including UIB Workspace for HR, Opportunity Marketplace, HR AI Agents, and HR Voice Agents, with Voice Agents being the largest and most complex initiative, spanning 7 scrum teams across platform and multiple BUs. As Test Lead for HR Voice Agents, owned end‑to‑end test strategy, developed deep expertise in voice architecture, partnered closely with platform teams, and ensured enterprise‑grade quality for customer‑facing AI/voice solutions. Served as QE Architect for HRSD core projects, defining automation strategy, code coverage standards, flapper reduction, and test automation guidelines while mentoring teams to scale quality practices. Played a critical role as Merge Lead for HR family and PRB merges, driving requirements across HR BU teams, securing merge committee approvals, and coordinating with track masters. Successfully delivered ~6 family merges with first‑attempt approval. Delivered measurable quality outcomes including 100% MATS automation for Opportunity Marketplace, ~50% automation coverage for Core HRSD, elimination of KTLO flappers, and ~50% reduction in regression cycle time. Partnered with Product to define customer adoption and quality metrics for Voice and worked with platform teams to introduce auto‑evaluation frameworks for agentic workflows, making HR BU the first adopter and enabling rollout across other BUs. Actively supported customer demos and engagements and acted as Forward Deployment Engineer (FDE) for Voice Agents, working directly with customers including CBRE, JPMC, Pfizer, and Mercedes‑Benz. Since Dec 2025, transitioned into a 100% development and customer engagement role, building HR Voice Agents and backend integrations, with testing embedded directly into development workflows. ### Lead Automation Engineer @ Aisera - A Gartner Cool Vendor Jan 2019 – Jan 2021 | United States Aisera is the industry’s first AI Service Management (AISM) solution, automating service desk resolutions through an all-in-one conversational platform. More details .. https://aisera.com/overview/ My goal at Aisera : Automate all modules and important flows in Aisera AISM solution and contribute in delivering a more robust, highly productive solution to our stakeholders , eventually reducing direct human labor costs and expenses for the company and increasing customer satisfaction. ### Principal Applications Engineer @ Oracle Jan 2015 – Jan 2019 | San Francisco Bay Area ### Sr Tech Consultant @ Oracle India Jan 2011 – Jan 2014 | Hyderabad Fusion CRM Product Development. ### Technical consultant @ 3PAR Jan 2009 – Jan 2009 On H1B ### OAF consultant @ Brocade Jan 2008 – Jan 2008 | San Jose ### Business Analyst @ Cisco Systems Jan 2007 – Jan 2008 | San Jose Worked as Business Analyst on H1B ### Sr apps engr @ Oracle India Jan 2004 – Jan 2007 Fusion CRM product development ### Sr apps engr @ Oracle Corporation, IN / USA Jan 2004 – Jan 2007 ## Education ### MCA in Computers National Institute of Technology Raipur ### Bachelor's degree in Computers Pt. Ravishankar Shukla University, Raipur ## Contact & Social - LinkedIn: https://linkedin.com/in/nidhi-dadwal-acp-8948513 --- Source: https://flows.cv/nidhidadwalacp JSON Resume: https://flows.cv/nidhidadwalacp/resume.json Last updated: 2026-04-12