Software Engineer II

About the role

While Uber strives to design defect-free products, the physical realities of the environment we operate in such as traffic patterns, delays in food preparation, and credit card fraud etc introduce unforeseen defects in our products. The Customer Obsession team (CO) builds, owns, and operates the customer engagement software stack at Uber that helps us effectively address these defects both proactively or in response to an issue raised by a customer ultimately resulting in customer delight!

We look at every facet of the trip/order and proactively solve your problems before they happen, or we make sure your problem is solved as fast as possible. In addition to ensuring riders and drivers have a perfect Uber trip or get their piping hot pizzas delivered on time. The CO team provides an end-to-end customer engagement platform for all Uber products such as: UberRides, UberEats, Uber for Business, UberHealth, UberFreight and Autonomous Vehicle Rides and Deliveries.

In order to effectively solve these problems, we are heavily investing in new technologies and building an industry leading customer engagement platform from the ground up. We definitely need senior folks like you with highly relevant experience to help us get there. Some key initiatives that are fully built by our team are: Technologies to power a fully automated customer engagement through voice and chat bots Multiple Channel support experience A hyperscale data processing system that ingests hundreds of trip and customer profile signals to predict trip and order defects Conversational AI systems to analyze and predict customer sentiment, intent of customer queries, and suggests suitable responses etc AI and ML systems that analyze signals from millions of customer contacts and trip signals and flag highly sensitive security issues to be escalated to our highly trained agents State-of-the-art NLP implementation on large scale transcription & transliteration, zero shot learning across sparse data, neural machine translation and AI mediated communication.