Experienced Software Engineer - IVR/Voice Technology for Community Support Platform

Join the Airbnb Team: Revolutionizing Community Support through Innovative Voice Technology

Airbnb, a pioneer in the hospitality industry, has been connecting travelers with unique stays and experiences since 2007. With a global presence and over 4 million Hosts, the company has welcomed more than 1 billion guest arrivals across the globe. As a key player in the Community Support Platform (CSP) team, you will be instrumental in shaping the technology and architecture that powers Airbnb's community support operations, ensuring that guests and hosts receive exceptional support through efficient, scalable, and high-quality solutions.

About the Community Support Platform (CSP) Team

The CSP team is at the forefront of leveraging AI and advanced technology to continuously improve the way Airbnb supports its users, making each contact as seamless as possible. As a Software Engineer on the IVR Product team, a critical part of CSP, you will be working on developing and enhancing voice-based products that deliver exceptional user experiences. Your mission will be 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.

Key Responsibilities

• Collaborate across disciplines to execute on product and business strategy, focusing on building world-class voice-based products and features that drive business growth and customer satisfaction.
• Work cross-functionally with product managers, designers, and engineering partners to ensure that voice products deliver exceptional quality, are user-centric, and meet the evolving needs of Airbnb's community.
• Drive, lead, and contribute to the full development cycle, including technical design, development, testing, experimentation, analysis, monitoring, and launch of voice-based products and features.
• Review code and design documents, provide feedback on product specifications, contribute to technical excellence, and ensure adherence to technology quality standards, promoting a culture of continuous improvement and technical excellence.
• Provide critical input in defining the team roadmap and contributing to the technical direction, shaping the vision and direction of Airbnb's IVR solutions and voice-based customer support.

Essential Qualifications

To be successful in this role, you should possess:

• A Bachelor's or Master's degree in Computer Science or equivalent experience.
• 2-4+ years of industry experience in software engineering, with a strong background in backend systems for service-oriented architectures.
• Proficiency in at least one major programming language, such as Java, Kotlin, Ruby, or Python.
• Excellent communication skills and a collaborative spirit, with the ability to work effectively across diverse teams and functions.
• A passion for delivering products end-to-end, from ideation through planning, implementation, and experimental A/B testing, with a focus on quality, efficiency, and technical excellence.

Preferred Qualifications

Experience in the following areas is a plus:

• Chatbots, voice assistants, or AI-driven products, with a deep understanding of how to leverage AI to deliver exceptional user experiences.
• Contact center systems, such as Genesys or Twilio, with knowledge of how to integrate voice technology with existing infrastructure.

Skills and Competencies

To excel in this role, you should possess:

• Strong technical skills, with a deep understanding of software engineering principles and practices.
• Excellent problem-solving skills, with the ability to analyze complex problems and develop creative solutions.
• A collaborative and communicative approach, with the ability to work effectively with cross-functional teams and stakeholders.
• A passion for innovation, with a drive to continuously improve and push the boundaries of voice-based customer support.

Career Growth Opportunities and Learning Benefits

As a Software Engineer on the IVR Product team, you will have the opportunity to:

• Work on high-profile, business-critical products that have a significant impact on Airbnb's brand and user experience.
• Develop and enhance your technical skills, with access to training and development opportunities.
• Collaborate with talented and experienced professionals, with opportunities for mentorship and growth.
• Contribute to the technical direction and roadmap, shaping the future of Airbnb's IVR solutions and voice-based customer support.

Work Environment and Company Culture

Airbnb is committed to fostering a culture of inclusion and belonging, with a diverse and global team. As a Remote Eligible role, you will have the flexibility to work from anywhere, with occasional opportunities to work from Airbnb offices or attend offsites. Airbnb is committed to providing a disability-inclusive application and interview process, with reasonable accommodations available upon request.

Compensation, Perks, and Benefits

Airbnb offers a competitive salary, bonus, equity, benefits, and Employee Travel Credits. 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 for this role is $153,000-$184,900 USD.

Join the Airbnb Team

If you are a talented and experienced Software Engineer with a passion for voice technology and customer support, we encourage you to apply for this exciting opportunity. As a key member of the IVR Product team, you will be instrumental in shaping the future of Airbnb's community support operations, delivering exceptional user experiences, and driving business growth. Apply now and join the Airbnb team!