Uber
Sr. Staff Engineer (Conversational/Voice AI)
Uber, San Francisco, California, United States, 94199
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Sr. Staff Engineer (Conversational/Voice AI)
role at
Uber .
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 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 will push 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.
Responsibilities
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: develop voice support agent covering real-time speech recognition, text-to-speech, natural turn-taking, 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, allowing the agent to search across knowledge sources, apply policy-driven tools, and call structured workflows while ensuring responses are consistently grounded.
Establish evaluation suites: 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 enhance customer experience and reduce cost per contact.
Mentor and 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.
Experience with 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.
Location : San Francisco, CA
Base Salary : USD$257,000 - $285,500 per year (US locations). Eligible for bonus program, equity awards and benefits.
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Sr. Staff Engineer (Conversational/Voice AI)
role at
Uber .
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 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 will push 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.
Responsibilities
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: develop voice support agent covering real-time speech recognition, text-to-speech, natural turn-taking, 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, allowing the agent to search across knowledge sources, apply policy-driven tools, and call structured workflows while ensuring responses are consistently grounded.
Establish evaluation suites: 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 enhance customer experience and reduce cost per contact.
Mentor and 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.
Experience with 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.
Location : San Francisco, CA
Base Salary : USD$257,000 - $285,500 per year (US locations). Eligible for bonus program, equity awards and benefits.
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