Staff System Engineer (CRM)

TL;DR

Staff System Engineer (CRM): Architecting and building digital engagement solutions including chat, messaging, and omnichannel routing for a global community with an accent on scalability and resilient system architecture. Focus on designing multi-year technical roadmaps, integrating CRM platforms via APIs, and scaling engagement initiatives from 0 to 1.

Location: United States

Salary: $180,000 — $225,000 USD

Company

Airbnb is a global community platform connecting millions of hosts and guests through unique stays and experiences worldwide.

What you will do

• Architect and build digital channel engagement solutions, including chat, messaging, and omnichannel routing integrated with the CRM platform.
• Serve as the primary subject-matter expert on digital engagement technologies, including Salesforce Service Cloud and CTI.
• Collaborate with Product, Community Support, and Trust teams to translate business needs into a concrete technical roadmap.
• Lead technical design reviews and implement engineering best practices from design to production operations.
• Drive the full lifecycle of initiatives, from proof-of-concept and architecture through launch and iteration.
• Mentor engineers and contribute to the technical culture and recruiting process within the CRM organization.

Requirements

• 10+ years of engineering experience with deep expertise in digital channel engagement platforms (e.g., messaging, chat, CTI).
• Proven track record of building and shipping end-to-end CRM or engagement products.
• Strong hands-on coding ability and experience with architectural patterns for large-scale, high-availability systems.
• Experience integrating CRM platforms via APIs and event-driven architecture.
• Ability to lead technical direction and drive cross-functional alignment in a complex, matrixed organization.
• Excellent communication skills for high-level technology strategy discussions with stakeholders.

Culture & Benefits

• Competitive base pay with eligibility for bonuses and equity.
• Employee Travel Credits for experiencing the platform.
• Strong commitment to inclusion, diversity, and belonging.
• Disability-inclusive application and interview processes.