Uber's Customer Obsession team is seeking a Senior Staff Engineer to architect and scale an autonomous support agent that resolves customer issues across mobile, web, and voice platforms. The role focuses on leveraging GenAI technologies to enhance customer service through advanced voice agent capabilities and reliable systems. Candidates should have a strong background in machine learning and software engineering, particularly with LLM-driven systems. The position emphasizes creativity, action bias, and a commitment to high reliability and cost efficiency.

• 10+ years of experience building production ML/AI systems.
• 4+ years of experience leading complex ML initiatives end-to-end.
• Deep expertise in LLM-driven systems including inference optimization and safety guardrails.
• Strong software engineering skills in Python and one of Go, Java, or C++.
• Demonstrated ownership of high-availability services.

• Own the end-to-end agent architecture including planning and execution loops.
• Ship production systems that handle millions of conversations with rigorous SLOs.
• Lead voice agent initiatives covering real-time speech recognition and telephony integration.
• Advance retrieval and reasoning pipelines for the agent's knowledge sourcing.
• Establish evaluations that matter, including offline rubrics and safety tests.
• Drive automation at scale in partnership with Product, Design, and Operations.
• Mentor and lead multiple pods, setting technical strategy and quality standards.

• Employees at Uber are often offered comprehensive health, life, disability, and mental wellness benefits, along with wellbeing stipends, travel medical coverage, and monthly Uber credits for Rides and Eats. Employees also get generous paid parental leave, flexible time off, and family-planning support so they can care for themselves and their families at every stage.