Senior GenAI Systems Architect — Scale Autonomous Support

Uber; United States; On-site; USD 267,000 - 297,000; Full time

Benefits offered by this job

Bonuses

Equity

401(k)

Job summary

Uber’s Customer Obsession team is hiring a Senior Staff Engineer to architect, productionize, and scale an autonomous support agent for end‑to‑end issue resolution across mobile, web, and voice channels.

You’ll push GenAI frontiers with LLM orchestration, safety guardrails, multilingual support, and real‑time voice while maintaining reliability and cost efficiency. Strong bias for action and experimentation are valued.

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 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).

Responsibilities

• Own the end‑to‑end agent architecture: planning, memory, persona/voice, knowledge routing, policy enforcement.
• Ship production systems that handle millions of conversations with SLOs, fallbacks, and canaries; design graceful degradation and safety guardrails.
• Advance retrieval & reasoning pipelines; enable search across sources, policy‑driven tools, and grounded responses.
• Establish evals: offline rubrics, safety tests, and CI/CD integration for experiments.
• Drive automation at scale; align with product, design, localization, and cost per contact goals.
• Mentor multiple pods; set technical strategy and coach engineers on agentic patterns and reliability.

Skills

Python

Go/Java/C++

Microservices

CI/CD

Telemetry/Observability

SLOs/SLAs

On-call leadership

Tools

gRPC/HTTP

Cloud infrastructure

Containers

CI/CD

LLM tooling

Job description

Uber’s Customer Obsession team is hiring a Senior Staff Engineer to architect, productionize, and scale an autonomous support agent for end‑to‑end issue resolution across mobile, web, and voice channels.

You’ll push GenAI frontiers with LLM orchestration, safety guardrails, multilingual support, and real‑time voice while maintaining reliability and cost efficiency. Strong bias for action and experimentation are valued.