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

Join the Airbnb Community Support Platform Team as a Software Engineer and Revolutionize Voice Interactions

Airbnb, a pioneer in the hospitality industry, is seeking a talented Software Engineer to join its Community Support Platform (CSP) team. The CSP team is responsible for developing and maintaining the technology that powers Airbnb's global community support operations, ensuring that guests and hosts receive exceptional support through innovative products and services. As a Software Engineer on the IVR Product team, you will play a crucial role in shaping the technical vision and direction of Airbnb's voice-based customer support solutions.

About the Company and Industry

Airbnb has grown exponentially since its inception in 2007, with over 4 million hosts welcoming more than 1 billion guests worldwide. The company's success can be attributed to its commitment to providing unique stays and experiences that connect guests with local communities. As a leader in the hospitality industry, Airbnb continues to innovate and push the boundaries of customer support, leveraging AI and advanced technology to improve user experiences.

The Community You Will Join

The CSP team is a critical component of Airbnb's customer support infrastructure, driving efficiency, scalability, and high-quality solutions. The IVR Product team, a subset of CSP, focuses on developing seamless and impactful voice experiences across Airbnb's voice products. As a Software Engineer on this team, you will collaborate with cross-functional teams to design, develop, and launch innovative voice-based products and features.

Key Responsibilities

• Collaborate with product managers, designers, and engineering partners to execute on product and business strategy, focusing on building world-class voice-based products and features.
• Drive, lead, and contribute to the full development cycle: technical design, development, test, experimentation, analysis, monitoring, and launch.
• Review code and design documents, provide 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.
• Work cross-functionally to ensure that voice products deliver exceptional quality and meet evolving user needs.

Essential and Preferred Qualifications

Essential Qualifications

• 2-4+ years of industry experience with a Bachelor's/Master's degree in Computer Science or equivalent experience.
• Strong expertise in backend systems for service-oriented architectures.
• 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.

Preferred Qualifications

• Experience with chatbots, voice assistants, or AI-driven products.
• Experience with contact center systems (e.g., Genesys, Twilio).
• Passionate about efficiency, availability, and technical quality.

Skills and Competencies Required for Success

To succeed in this role, you will need to possess a combination of technical, business, and interpersonal skills. These include:

• Strong technical expertise in backend systems and programming languages.
• Experience with cloud-based technologies and service-oriented architectures.
• Ability to collaborate effectively with cross-functional teams.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.

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. You will be able to:

• Develop and enhance your technical skills through hands-on experience with cutting-edge technologies.
• Collaborate with experienced engineers and learn from their expertise.
• Contribute to the technical direction and roadmap of the team.
• Participate in code reviews and design discussions, fostering a culture of technical excellence.

Work Environment and Company Culture Highlights

Airbnb is committed to fostering a culture of inclusion and belonging, with a diverse and talented team of individuals from around the world. As a remote-eligible Software Engineer, you will have the flexibility to work from anywhere, while still being connected to the Airbnb community.

Airbnb offers a range of benefits and perks, including:

• Competitive salary and bonus structure.
• Equity and stock options.
• Comprehensive benefits package.
• Employee Travel Credits.
• Opportunities for career growth and professional development.

Compensation and Benefits

The base pay range for this role is $153,000 - $184,900 USD. Airbnb also offers a range of benefits, including bonus, equity, 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.

Conclusion

If you are a motivated and talented Software Engineer looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. As a member of the IVR Product team, you will play a critical role in shaping the technical vision and direction of Airbnb's voice-based customer support solutions. With a competitive salary, comprehensive benefits package, and opportunities for career growth and professional development, Airbnb is the ideal place to launch your career or take it to the next level.

Ready to apply? We are excited to review your application!