Senior Machine Learning Engineer, Assistance Engineering

The Community You Will Join:

Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. 

Our ML team in Assistance Engineering is the team responsible for adopting the Agentic AI technologies to enable an intelligent, scalable and exceptional customer service experience. We are responsible for developing the Chat AI assistant, Voice AI Assistant and Human agent Assistant! The team is constantly exploring the SOTA Agentic architecture, develops and enhances various AI models, ML services and leverages tools including SFT, Reinforcement learning, Distillation, RAG/Search,  LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb.

The Difference You Will Make:

We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guest and and Host on Airbnb. 

You will build and leverage cutting edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use and proactive customer service experience. 

Many of the initiatives you’ll tackle are in their early conceptual stages. You will have the opportunity to shape these ideas from inception to production, turning visionary concepts into impactful realities.

A Typical Day: 

• Champion the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems
• Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products
• Learn and share the latest AI/ML technologies with the team.

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.