Senior Software Engineer, Community Support Platform - IVR/Voice

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

The Community Support Platform (CSP) team is responsible for the world-class technology, architecture, and solutions that power Airbnb's global community support operations. CSP ensures that our community of guests & hosts receive exceptional support through products and services that drive efficiency, scalability, and high-quality solutions. By leveraging AI and other advanced technology, CSP aims to continuously improve the way we support our users, making each contact as seamless as possible.

The IVR Product team is a critical part of CSP, utilizing AI to create seamless and impactful experiences across Airbnb voice products. Our mission is to leverage AI to transform the way users interact with Airbnb's support, focusing on delivering a user-centric experience and continuously improving voice interactions to meet evolving needs.

The Difference You Will Make:

As an engineer on the IVR Product team, you will join a talented and inclusive group of individuals passionate about technology quality and efficiency. You will play a significant role in shaping our technical vision while developing workflows that focus on delivering exceptional voice user experiences. Your expertise will directly contribute to a high-profile, business-critical product that has significant impacts on Airbnb's brand and user experience.

Your contributions will help shape the vision and direction of our IVR solutions, ensuring that we continue to push the boundaries of voice-based customer support. You will be responsible for creating innovative products and a solid platform that delivers exceptional user experiences, while fostering a culture of continuous improvement and technical excellence.

A Typical Day: 

• Collaborate across disciplines to execute on product and business strategy, focusing on building world-class voice-based products and features.

• Work cross-functionally with product managers, designers, and engineering partners to execute on strategy, ensuring our voice products deliver exceptional quality.

• Drive, lead, and contribute to the full development cycle: technical design, development, test, experimentation, analysis, monitoring & launch.

• Review code and design documents, give feedback on product specifications, contribute to technical excellence, and ensure adherence to technology quality standards.

• Provide critical input in defining the team roadmap and contributing to the technical direction.

Your Expertise:

• 5-9+ years of industry experience with a BS/Masters or 2+ years with a PhD and experience in a fast paced tech environment.

• Strong expertise in backend systems for service-oriented architectures.

• Experience with chatbots, voice assistants, or AI-driven products is a plus.

• Experience with contact center systems (e.g., Genesys, Twilio) is also a plus.

• Proficiency in at least one major programming language (e.g., Java, Kotlin, Ruby, Python).

• Passionate about delivering products end-to-end, from ideation through planning, implementation, and experimental A/B testing.

• Excellent communication skills and a collaborative spirit, with the ability to work effectively across diverse teams.

• Passionate about efficiency, availability, and technical quality.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.