Sr. Staff Engineer; Conversational​/Voice AI

Uber's Customer Obsession team builds the platform and AI that powers world‑class support across mobile, web, and voice at global scale.

We are hiring a Senior Staff Engineer to architect, product ionize, and scale an autonomous support agent that resolves customer issues end‑to‑end. Experience with voice agents and agentic architectures is a major plus. The role pushes the state of the art in GenAI for customer service LLM orchestration, evaluation, safety guardrails, multilingual support, and real‑time voice while maintaining a very high bar for reliability and cost‑efficiency.

This is an early‑stage position that rewards candidates with bias for action who get creative with GenAI tools to accelerate execution and experimentation.

What the Candidate Will Do

• Own the end‑to‑end agent architecture: agentic planning and execution loops, long‑term memory, persona/voice, knowledge routing, and policy enforcement for compliant, on‑brand conversations.
• Ship production systems that handle millions of conversations with rigorous SLOs, fallbacks, and canaries; design graceful degradation (e.g., human handoff) and safety guardrails (prompt‑injection, jailbreak, PII redaction).
• Lead voice agent initiatives:
  Drive the development of Uber's voice support agent—covering real‑time speech recognition (ASR), text‑to‑speech, natural turn‑taking (barge‑in and endpointing), and reliable telephony/WebRTC integration. Ensure low‑latency, high‑quality interactions that remain robust even in noisy environments.
• Advance retrieval & reasoning:
  Build next‑generation retrieval and reasoning pipelines, where the agent can search across different knowledge sources, apply policy‑driven tools, and call structured workflows and ensure that responses are consistently grounded.
• Establish evals that matter: offline rubrics, simulated scenarios, safety tests, cost/latency trade‑off suites, and LLM‑as‑judge (with calibrated human review) wired into CI/CD and experiment platforms.
• Drive automation at scale: partner with Product/Design/Operations on coverage, policy alignment, localization, and rollout strategy to better customer experience and reduce cost per contact.
• Mentor/principal‑lead multiple pods; set technical strategy and quality bars; coach senior engineers on agentic patterns, reliability, and experiment velocity.

• 10+ years building production ML/AI systems; 4+ years leading complex ML initiatives end‑to‑end.
• Deep expertise in LLM‑driven systems (inference optimization, prompt/program design, fine‑tuning, distillation/LoRA, safety/guardrails, evals).
• Strong software engineering in Python plus one of Go/Java/C++; hands‑on with microservices, gRPC/HTTP, cloud infra, containers, CI/CD, and real‑time telemetry/observability.
• Demonstrated ownership of high‑availability services (SLO/SLA design, incident response, on‑call leadership, postmortems).
• Track record of shipping customer‑facing intelligent experiences with measurable impact (A/B testing, metrics literacy).

• Voice agent background (ASR/TTS streaming, barge‑in, endpointing, telephony, WebRTC) and conversational quality/NLP evaluation. Patterns seen in peer roles emphasize speech + dialog quality as core skills.
• Agentic architectures in production (planner/executor, memory, multi‑step reasoning) and RAG over complex, policy‑heavy knowledge bases.
• Experience building support automation for large consumer platforms (routing, policy codification, internal tooling, co‑pilot/auto‑resolve).
• Multilingual NLU/NLG (code‑switching, low‑resource languages), hallucination mitigation, safety red‑teaming, and privacy‑by‑design.
• Practical expertise balancing speed and reliability at scale: experiment frameworks, feature flags, canary/guarded rollouts, and clear kill‑switches.

For San Francisco, CA-based roles:
The base salary range for this role is USD $257,000 per year – USD $285,500 per year. For Sunnyvale, CA-based roles:
The base salary range for this role is USD $257,000 per year – USD $285,500 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link