Staff AI Agent Quality Engineer

Zoom; San Jose, Northern (CA, KY); Hybrid; USD 147,000 - 339,000; Full time

Job summary

Zoom is seeking a Staff Software Engineer to join the Zoom Virtual Agent (ZVA) team. The role focuses on improving the quality, reliability, and performance of an AI-powered virtual agent that autonomously resolves customer inquiries before escalation.

You will work across US and China time zones with product managers and model teams to define quality goals, drive measurable improvements, and set technical direction for the agent.

Qualifications

• Advanced degree in Computer Science, Engineering, or related field or equivalent practical experience.
• 10+ years of software engineering with strong system architecture experience; 3–5 years in AI-powered products or LLM-based systems in production.
• Proven ability to diagnose and improve AI agent quality with measurable results.
• Experience in prompt design, context management and prompt chain optimization; DSPy/APO/GEPA familiarity is a plus.
• Leadership experience directing technical work and roadmaps for product areas.

Responsibilities

• Diagnose and resolve AI agent quality issues across model behavior, prompts, and system design end-to-end.
• Design and optimize system prompt architectures, few-shot examples, and prompt chains to improve reliability and resolution rates.
• Build and maintain evaluation pipelines to measure agent quality and catch regressions before production.
• Architect scalable, high-performance AI agent systems and guide cross‑team collaboration across time zones.
• Set technical direction for agent quality, mentor engineers, and influence the roadmap.

Skills

System architecture

AI/LLM systems

Prompt engineering

Mentor engineers

Education

Advanced degree in CS/Engineering

Tools

DSPy

APO

GEPA

Job description

Zoom is seeking a Staff Software Engineer to join the Zoom Virtual Agent (ZVA) team. The role focuses on improving the quality, reliability, and performance of an AI-powered virtual agent that autonomously resolves customer inquiries before escalation.

You will work across US and China time zones with product managers and model teams to define quality goals, drive measurable improvements, and set technical direction for the agent.