About the Role

Customer Support AI team is building autonomous GenAI Conversational Assistants for customer support and Agent Co-pilot systems that can provide intelligent, personalized and empathetic support. We are solving challenges such as multilingual (80+ languages) and multi-modal (images + text for now and in future voice) conversational intelligence, autonomous reasoning and policy-adherence, and AgenticAI.

As one of the senior most engineers on this team, you will work with a cross-functional team to drive critical design decisions and execution.

---- What the Candidate Will Do ----

You will lead Generative AI initiatives by identifying step change opportunities, researching latest techniques, guiding the team in end to end AI development and working with cross-functional stakeholders to deliver AI solutions in production creating significant business value.

• Define the Generative AI technical strategy and roadmap for Customer Support at Uber. Work with cross-functional stakeholders to identify opportunities where Generative AI can transform our business.
• Connect with leading industry and academic partners innovating in this field
• Direct efforts within the organization to understand requirements and consolidate and translate strategically important business or technical problems into executable and extensible designs.
• Lead all aspects of design development that incorporates current short- and long-term needs, and can be extended for future needs.
• Identify and advocate for strategic investments in extensible solutions within the organization, and build extensible solutions capable of reuse or integration to avoid redundant development.
• Serve as a resource for the team to connect them with broader engineering directions and initiatives.
• Scale up initiatives quickly, leveraging and assigning appropriate resources to various tasks and sub-tasks, and facilitating rapid movement towards end-goal.
• Set the standard of the engineering and/or people culture within their organization.
• Serve as a role model for mentoring and developing engineers into impactful citizens of Uber engineering.
• Define standards in testing, monitoring, and alerting systems and lead organizations to complete them.

• PhD or equivalent in Computer Science or related field AND 4-years full-time Software Engineering work experience OR 7-years full-time Software Engineering work experience, which includes 4-years total technical software engineering experience.
• Knowledge of NLP, LLMs, GenAI models
• Track record of developing and launching large scale deep learning to solve real-world problems.
• Machine Learning Software such as Tensorflow/Pytorch, Caffe.
• Coding chops, clean, elegant, bug-free code in languages like Java, GO
• Must have led teams of engineers to deliver autonomously on large multi-functionally driven projects
• Strong desire to learn and grow, while building the best-in-class systems
• Experienced at Cross Team Communication: Strong flair for effective communication and collaboration - you know when to push on and when to step back.
• Push the bar on engineering standard processes and help leaders build a strong engineering culture
• Passionate about helping teams grow by inspiring and mentoring engineers.

• Experience developing and launching GenAI products at scale.
• Deep knowledge of NLP theory and an understanding of the latest innovations in Generative AI
• Contributed to the broader technical community through tech talks, publications, open source projects, or other ways.
• Have a proven track record working across an organization not just across teams.