Staff Software Engineer

San Jose (CA)💼 Full-time💰 $146,700–$146,700🗓 2026-09-02 → 2026-09-25

Core

Improving the quality, reliability, and performance of Zoom's AI-powered virtual agent (ZVA) to autonomously resolve customer inquiries.

Role type

Staff Software Engineer (AI/LLM Systems)

Builds

Production-grade AI virtual agents and evaluation pipelines for customer service automation.

Domain

Enterprise collaboration software / Conversational AI / LLMs

Deliverable

production ML models | product features

Required skills

System architecture, AI agent quality diagnosis, prompt engineering (system prompts, context management, prompt chains), LLM-based system deployment at scale, technical leadership, cross-timezone collaboration

Preferred skills

DSPy/APO/GEPA experience, ML/model training background

Technologies

LLMs, DSPy, APO, GEPA

Responsibilities

Diagnose and resolve AI agent quality issues; design and optimize system prompt architectures; build and maintain evaluation pipelines; architect scalable systems for high-performance agent operation; collaborate with product and model teams; set technical direction and mentor engineers.

Seniority

Staff, hands-on IC with strategic influence

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About Zoom

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.