Senior Staff Machine Learning Engineer – GenAI

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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 that make it possible for guests to connect with communities in a more authentic way.</span></p></div><p><strong>Community you will join</strong></p> <p>At Airbnb, we’re reimagining how support is delivered at a global scale. The <strong>Community Support Engineering (CSE) </strong>team is leading a multi-year transformation—building intelligent, AI-augmented systems that provide timely, personalized, and always-on support experiences for our global community.</p> <p>The <strong>CS Foundations Engineering (CSFE)</strong> team powers this mission by delivering robust platforms, reusable systems, and developer-facing infrastructure. Our tools help agents deliver exceptional service, enable faster product iteration, and support Airbnb’s mission to create a world where anyone can belong anywhere—with help that’s just a moment away.</p> <p><strong>The Difference You Will Make:</strong></p> <ul> <li>As a machine learning engineer or scientist, your expertise will be pivotal in developing AI-powered solutions to shape the future of the Airbnb customer experience with cutting-edge AI techniques. You will drive and guide the rest of the engineers to brainstorm, design and develop AI products and features from inception to production. </li> <li>We're seeking a <strong>Senior Staff Engineer</strong> who thrives at the intersection of <strong>technical depth</strong>, <strong>architectural thinking</strong>, and <strong>mentorship.</strong></li> <li>You’ll collaborate with cross-functional leaders, build resilient systems that operate globally at scale, and help evolve the foundational building blocks behind AI-powered customer support.</li> </ul> <p>While this role won’t own every project below, the below showcase the <strong>breadth and depth of work across our group</strong>, and where your leadership may be needed:</p> <ul> <li>Building a unified, platform-native <strong>case management system</strong> (AirCase), abstracted via Viaduct APIs and replacing legacy CRM systems.</li> <li>Designing scalable AI workflow orchestration to power agent co-pilot tools and intelligent response automation.</li> <li>Modernizing our Delivery Management Console (DMC) to include AI powered real-time performance insights, outlier detection, and agent coaching tools.</li> <li>Establishing shared data foundations to enable AI/ML solutions, feedback loops, and personalization across the support journey.</li> <li>Delivering next generating matching capabilities (<strong>Routing)</strong> so incoming customer contacts are matched to the best agents using AI and Intelligence to deliver personalized and differentiated support experiences</li> </ul> <p><strong>A Typical Day: </strong></p> <ul> <li>Work with large scale structured and unstructured data; explore, experiment, build and continuously improve Machine Learning models and pipelines for Airbnb product, business and operational use cases.</li> <li>Work collaboratively with cross-functional partners including product managers, operations and data scientists, to identify opportunities for business impact; understand, refine, and prioritize requirements for machine learning, and drive engineering decisions.</li> <li>Hands-on develop, productionize, and operate Machine Learning models and pipelines at scale, including both batch and real-time use cases.</li> <li>Leverage third-party and in-house Machine Learning tools infrastructure to develop reusable, highly differentiating and high-performing Machine Learning systems, enable fast model development, low-latency serving and ease of model quality upkeep.</li> <li>Collaborate actively w ... (truncated, view full listing at source)