Airbnb Senior Staff Engineer CSP 

United States 

692354015

The Difference You Will Make:

Some of the transformational capabilities we are delivering include:

• skills based routing
• omni channel routing
• multi-party case management
• granular taxonomy for issue identification
• guided workflows that can be authored by business users
• Integrated knowledge and training technology
• Generative AI assisted technologies like summarization, suggested responses

A Typical Day:

• Primary Technical Lead for the agent tooling platform and one of the key technical drivers for improving adoption of the platform by other teams.

• Interface with several other airbnb technical teams in creating community support solutions to meet the requirements for our one company roadmap initiatives.
• You will drive technical excellence within teams, with focus on technical quality, stability and resilience of the solutions you are in charge of.
• Be part of our senior technical lead forums, driving innovation and consistency of technical designs.
• Contribute to the visioning of AI in Customer Service and help execute against it.
• Map our Customer Service business needs to technical OKRs and help drive their execution.
• Interact with business partners and product managers to understand the requirements and actively participate in ways of simplifying the operational complexity as part of technical solution brainstorming.

Your Expertise:

• Bachelor's or Master's degree in Computer Science, Software Engineering or related field.

• 12+ years of experience in software engineering with a deep product development background.
• 5+ years of experience as Tech Lead in software design and architecture involving internal systems and third party integrations.
• Experience in architecting large scale internal and 3rd party integrations, preferably in the customer service domain.
• Experience with Salesforce and/or Genesys routing platforms is preferred.
• Strong technical expertise in Java required
• Strong experience in API standards, best practices and leading teams in improving API quality
• Experience with Agile development methodologies and Continuous Integration/Continuous Delivery (CI/CD) pipelines.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud
• Excellent communication, leadership, and project management skills

How We'll Take Care of You: