Staff Software Engineer

What you can expect

Zoom is looking for an innovative and skilled Staff Software Engineer to join our Zoom Virtual Agent (ZVA) team. The focus will be on improving the quality reliability and performance of Zooms AI-powered virtual agent - an intelligent system that autonomously resolves customer inquiries before escalating to a human agent.

About the Team

The Zoom Virtual Agent team is committed to transforming customer experience through AI-driven automation. We are passionate about building intelligent production-grade systems that handle real customer interactions at scale - reducing the need for human escalation and delivering faster more accurate resolutions. We operate with a startup mentality: fast-moving high-ownership and focused on building foundational technology that will define the future of AI-powered customer service.

Responsibilities

• Diagnosing and resolving AI agent quality issues identifying whether failures stem from model behavior prompt design or system architecture and driving the fix end-to-end.
• Designing and optimizing system prompt architectures few-shot examples and prompt chains to improve agent reliability accuracy and resolution rates.
• Building and maintaining evaluation pipelines to continuously measure agent quality detect regressions and validate improvements before production deployment.
• Architecting scalable maintainable systems that support high-performance AI agent operation at scale.
• Collaborating with product managers model teams and engineering leadership across US and China time zones to align on quality goals and delivery timelines.
• Setting the technical direction for agent quality on the team mentor engineers influence the roadmap and drive measurable improvements in customer-facing outcomes.

What were looking for

• Have an advance degree in Computer Science Engineering or a related technical field or equivalent practical experience.
• 10 years of software engineering experience with rich system architecture knowledge & skills. With at least 35 years working directly on AI-powered products LLM-based systems or conversational AI agents in production.
• Have track record of diagnosing and improving AI agent quality with specific examples of identifying failure modes and driving measurable improvements.
• Have prompt engineering skills including system prompt design context management and prompt chain optimization. Having DSPy/APO/GEPA experience is a plus.
• Have engineering scope experience leading technical direction for a product area or team with the ability to both design systems and execute on them.
• Have experience deploying and operating LLM-based systems in production at scale not just research or prototyping.
• Have experience with ML or model training is a plus candidates who have transitioned from MLE into SWE roles are strongly welcomed.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role Hybrid Remote or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness our benefits program offers a variety of perks benefits and options to help employees maintain their physical mental emotional and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
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.
Were problem-solvers working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative growth-focused environment.

Our Commitment

At Zoom we believe great work happens when people feel supported and empowered. Were committed to fair hiring practices that ensure every candidate is evaluated based on skills experience and potential. If you require an accommodation during the hiring process let us knowwere here to support you at every step.

If you need assistance navigating the interview process due to a medical disability please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests such as application follow-ups or technical issues will not be addressed.

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