Senior AI Systems Engineer - Remote Virtual Agent Quality

Pantera Capital; San Jose (CA); Hybrid; USD 147,000 - 339,000; Full time

Job summary

Zoom in San Jose seeks a Staff Software Engineer for the Zoom Virtual Agent (ZVA) team to enhance AI-powered customer interactions at scale. The role emphasizes improving quality, reliability, and performance of an autonomous agent that resolves inquiries before escalation.

You will design system prompts, build evaluation pipelines, and lead technical direction across time zones, mentoring engineers and delivering measurable customer outcomes. Hybrid work model offered.

Qualifications

• Advanced degree or equivalent practical experience in a technical field.
• 10+ years of software engineering with 3–5 years on AI-powered products, LLM-based systems, or conversational AI agents in production.
• Prompt engineering skills including system prompt design, context management, and prompt chain optimization; DSPy/APO/GEPA experience is a plus.
• Engineering scope with ability to design systems and execute on them.
• Experience deploying and operating LLM-based systems in production at scale.

Responsibilities

• Diagnose and resolve AI agent quality issues across model behavior, prompts, and system architecture; drive fixes end-to-end.
• Design and optimize system prompts, few-shot examples, and prompt chains to improve reliability and resolution rates.
• Build and maintain evaluation pipelines to measure agent quality, detect regressions, and validate improvements.
• Architect scalable, maintainable systems supporting high-performance AI agent operation at scale.
• Collaborate with product managers, model teams, and engineering leadership across US and China time zones.
• Set technical direction for agent quality, mentor engineers, influence roadmap, and drive measurable customer outcomes.

Skills

Prompt engineering

LLM-based systems

Conversational AI agents

System architecture

Production deployment

Technical leadership

Diagnostics of AI agent quality

Education

Advanced degree in CS/Engineering or equivalent

Job description

Zoom in San Jose seeks a Staff Software Engineer for the Zoom Virtual Agent (ZVA) team to enhance AI-powered customer interactions at scale. The role emphasizes improving quality, reliability, and performance of an autonomous agent that resolves inquiries before escalation.

You will design system prompts, build evaluation pipelines, and lead technical direction across time zones, mentoring engineers and delivering measurable customer outcomes. Hybrid work model offered.