Staff Machine Learning Engineer, Core Services Eng (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 Staff ML Engineer to architect, productionize, and scale an autonomous support agent that resolves customer issues end-to-end. Experience with agentic architectures is a major plus. You'll push the state of the art in GenAI for customer service-LLM orchestration, evaluation, safety guardrails, multilingual support-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 you 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. Advance retrieval & reasoning : Build next-generation ret