About the Role

While Uber strives to design defect-free products, the physical realities of the environment we operate in such as traffic patterns, delays in food preparation, and credit card fraud etc introduce unforeseen defects in our products. The Customer Obsession team (CO) builds, owns, and operates the customer engagement software stack at Uber that helps us effectively address these defects both proactively or in response to an issue raised by a customer ultimately resulting in customer delight!

We look at every facet of the trip/order and proactively solve your problems before they happen, or we make sure your problem is solved as fast as possible. In addition to ensuring riders and drivers have a perfect Uber trip or get their piping hot pizzas delivered on time. The CO team provides an end-to-end customer engagement platform for all Uber products such as: UberRides, UberEats, Uber for Business, UberHealth, UberFreight and Autonomous Vehicle Rides and Deliveries.

In order to effectively solve these problems, we are heavily investing in new technologies and building an industry leading customer engagement platform from the ground up. We definitely need senior folks like you with highly relevant experience to help us get there. Some key initiatives that are fully built by our team are:

1. Technologies to power a fully automated customer engagement through voice and chat bots
2. Multiple Channel support experience
3. A hyperscale data processing system that ingests hundreds of trip and customer profile signals to predict trip and order defects
4. Conversational AI systems to analyze and predict customer sentiment, intent of customer queries, and suggests suitable responses etc
5. AI and ML systems that analyze signals from millions of customer contacts and trip signals and flag highly sensitive security issues to be escalated to our highly trained agents
6. State-of-the-art NLP implementation on large scale transcription & transliteration, zero shot learning across sparse data, neural machine translation and AI mediated communication.
7. Smart Automations across all support experiences for Earners, Eaters, and Merchants.

At CO, we have been really pushing to make defect free customer experiences as the key competitive advantage and market differentiator across all products for Uber.

What the Candidate Will Need / Bonus Points

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

1. Design and implement platform and services, that will have a direct impact on Uber’s customers and business
2. Collaborate with multiple engineering teams
3. Champion best software engineering practices such as continuous integration, delivery, and deployment
4. Write quality code and documentation which can be used as the example for your team

---- Basic Qualifications ----

1. Bachelor’s degree / Master’s Degree in an engineering field (e.g. Computer Science, Computer Engineering, etc.)
2. Hands on Expertise with at least 2+ years of relevant experience in building highly-scalable distributed systems and platforms.
3. Highly efficient coding in Golang, Java or any similar languages.
4. Comfortable dealing with system complexity
5. Strong background in data analytics tools such as Hive, or similar.
6. Familiarity with CI/CD pipelines and testing frameworks.
7. Should be aware of Concepts such as GRPC, Kafka, NoSQL & relational databases, Redis, etc.

---- Preferred Qualifications ----

1. Proven experience of shipping high-quality product features on schedule and with high velocity
2. Great sense of ownership

For Sunnyvale, CA-based roles: The base salary range for this role is USD$158,000 per year - USD$175,500 per year.

You will be eligible to participate in Uber’s bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.