Uber's Customer Obsession team is seeking a Staff ML Engineer to develop and scale an autonomous support agent that addresses customer issues comprehensively. This role focuses on leveraging advanced AI technologies, particularly in the realm of GenAI, to enhance customer service experiences across various platforms. Candidates will be expected to demonstrate creativity and a proactive approach in utilizing GenAI tools. The position emphasizes the importance of reliability and cost efficiency while pushing the boundaries of AI capabilities.

• 7+ years of experience building production ML/AI systems.
• 2+ years of experience leading complex ML initiatives end-to-end.
• Deep expertise in LLM-driven systems including inference optimization and safety guardrails.
• A track record of delivering customer-facing intelligent experiences with measurable impact.
• A Bachelor's Degree or higher in Computer Science or a related field.

• Own the end-to-end agent architecture including planning and execution loops.
• Build next-generation retrieval and reasoning pipelines for the support agent.
• Establish evaluation metrics that are integrated into CI/CD and experiment platforms.
• Drive automation at scale by collaborating with Product, Design, and Operations teams.
• Mentor and lead multiple engineering 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.