Sr. Staff Engineer (GenAI)

Sr. Staff Engineer (GenAI) 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 agentic architectures is an important pre-requisite to be successful in this role.

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).

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.