Senior Machine Learning Engineer, Customer Obsession - Bengaluru, Karnataka
Uber is seeking a highly motivated Senior Machine Learning Engineer to join its Customer Obsession team in Bengaluru, Karnataka. This pivotal role involves designing and implementing advanced systems and algorithms to significantly enhance the customer support experience and accelerate resolution times for millions of Uber users globally. The position offers a unique opportunity to drive substantial cost savings, estimated in the hundreds of millions of US dollars, by leveraging expertise in data analysis, machine learning, and engineering.
In this role, you will be instrumental in driving insights, identifying innovative product solutions powered by technology, and optimizing algorithms and systems to boost user satisfaction and operational efficiency.
Key Responsibilities:
- Design, develop, and deploy machine learning (ML) solutions specifically for customer support engineering, encompassing generative AI algorithms, large-scale agentic AI design, Natural Language Processing (NLP) for query understanding and response ranking, and distillation techniques.
- Productionize and implement these advanced models for real-world customer support applications.
- Design and analyze experiments using a combination of data and statistical analysis to guide the team towards informed conclusions.
- Provide constructive code and design reviews for teammates.
- Collaborate with cross-functional teams to brainstorm novel solutions and iteratively improve the product.
- Mentor junior engineers, fostering their growth and development.
Required Qualifications:
- Bachelor's or Master's degree in Computer Science, Statistics, or a related field, or equivalent practical experience.
- A minimum of 6 years of industry experience with a strong emphasis on machine learning and optimization.
- Proficiency with ML packages such as Tensorflow, PyTorch, JAX, and Scikit-Learn.
- A robust understanding of statistical analysis and feature engineering techniques.
- Exceptional communication and collaboration skills.
- Demonstrated ability to work independently and take ownership of projects.
- Experience utilizing SQL in a production environment.
- Experience in experimental design and analysis, exploratory data analysis, and statistical analysis.
- Experience with dashboarding and data visualization tools.
- Familiarity with statistical methodologies including sampling, statistical estimates, descriptive statistics, or similar approaches.
Preferred Qualifications:
- Extensive experience, spanning multiple years, in building and managing natural language processing systems.
- A deep understanding of product and operational metrics and the strategies required to improve them.
