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
Lead engineering delivery on strategic 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.
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.
Play a critical role in building the team's technical depth by actively: mentoring junior engineers, setting clear growth expectations, and driving a culture where engineers consistently level up.
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.
- Champion a culture of engineering excellence by role modeling best practices: in design, code quality, and cross-functional collaboration, and creating an environment where engineers at all levels continuously grow.
- Participate in on-call rotations, incident response, and post-mortems to: ensure the reliability of routing infrastructure serving millions of Airbnb guests and hosts.
