The opportunity
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…
What you'll do
Contribute to and lead engineering delivery on programs that enable: intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities.
Own and evolve core routing infrastructure, including decision engines,: workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions.
Help drive consolidation of fragmented routing logic spread across multiple: platforms and channels into a centralized, auditable, and maintainable system.
Collaborate cross-functionally with Product, Operations, Data Science, and: partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience.
Contribute to technical quality through design reviews, code reviews, and: pragmatic architectural decision-making.
Support the team's technical growth by mentoring junior engineers and: contributing to a culture of continuous improvement and engineering excellence.
What they're looking for
- Collaborate cross-functionally with product, design, engineering, and data: science teams to develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences.
- Lead and contribute across the full development lifecycle: technical design, implementation, testing, experimentation, and production deployment.
- Contribute to a culture of engineering excellence by role modeling best: practices in design, code quality, and cross-functional collaboration.
- Participate in on-call rotations, incident response, and post-mortems to: ensure the reliability of routing infrastructure serving millions of Airbnb guests and hosts.
