Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Engineering team (CS Eng) is responsible for the world-class technology, architecture, and solutions that power Airbnb's global community support operations. CS Eng ensures that our community of guests and hosts receive exceptional support through products and services that drive efficiency, scalability, and high-quality solutions. By leveraging AI and other advanced technology, CS Eng aims to continuously improve the way we support our users, making each contact as seamless as possible. The IVR (Interactive Voice Response) Product team is a critical part of CS Eng, 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+ years of industry experience with a Bachelor's/Master's degree in CS, or equivalent experience
• 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

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$191,000—$223,000 USD