Uber
Sr. Staff Engineer (Conversational/Voice AI)
Uber, Sunnyvale, California, United States, 94087
About the Role
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.
What the Candidate Will Need / Bonus Points 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 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.
Basic Qualifications
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).
Preferred Qualifications
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 https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
#J-18808-Ljbffr
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.
What the Candidate Will Need / Bonus Points 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 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.
Basic Qualifications
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).
Preferred Qualifications
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 https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
#J-18808-Ljbffr