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Sr. Staff Engineer (Conversational/Voice AI)

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Uber

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Location:
United States , Sunnyvale, California ▼

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

267000.00 - 297000.00 USD / Year
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Job Description:

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 now hiring a Senior Staff Engineer to architect, productionize, and scale an autonomous support agent that resolves customer issues end‑to‑end. Experience with voice agents and agentic architectures is a major plus. You’ll push the state of the art in GenAI for customer service—LLM orchestration, evaluation, safety guardrails, multilingual support, and real‑time voice—while holding a very high bar for reliability and cost efficiency. We are still at an early stage and value candidates with bias for action who get creative with GenAI tools to accelerate execution and experimentation.

Job Responsibility:

  • 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
  • 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 tradeoff 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

Requirements:

  • 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)

Nice to have:

  • Voice agent background (ASR/TTS streaming, barge‑in, endpointing, telephony, WebRTC) and conversational quality/NLP evaluation
  • 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
What we offer:
  • Eligible to participate in Uber's bonus program
  • may be offered an equity award & other types of comp
  • eligible for various benefits (details at https://www.uber.com/careers/benefits)

Additional Information:

Job Posted:
February 02, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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