Senior Software Engineer, Customer Experience Platform
Hopper
Job Overview
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Job Description
About The Team
The Customer Experience (CX) Product team at Hopper is responsible for the entire post-booking journey, from the moment a trip is booked through changes, disruptions, refunds, and customer support interactions. They build and operate systems that ensure fast, high-quality support at scale, including customer self-serve experiences within the Hopper app, partner-integrated flows, and internal agent platforms for efficient human resolution. A key component is HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution. These platforms collectively support millions of travelers across various channels, powering seamless post-booking experiences globally.
About The Job
As a Senior Software Engineer, Customer Experience Platform, you will be instrumental in designing, building, and evolving the core systems underpinning Hopper’s post-booking experience. Your contributions will directly enhance the customer journey, empower internal support agents, and drive the expansion of HTS Assist through AI-driven voice and chat solutions. This role involves close collaboration with Product, Design, AI, Data, and Operations teams to deliver intelligent, scalable customer service systems, including conversational AI workflows, self-service journeys, internal agent tools, and infrastructure for partner-specific experiences. You will report to a Senior Engineering Manager and work alongside a team focused on platform services, integrations, AI orchestration, and self-service UX.
What Would Your Day-to-day Look Like
- Design, build, and improve backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows.
- Develop scalable APIs, microservices, and orchestration logic to support complex post-booking journeys across AI, chat, voice, and web.
- Partner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency.
- Integrate with external systems such as telephony, CRM, identity, or booking platforms for both internal use cases and partner deployments.
- Own features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration.
- Contribute to architectural decisions, code reviews, reliability improvements, and ongoing enhancements to engineering best practices.
- Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction.
Minimum Qualifications
- 3+ years of experience in software engineering, ideally building large-scale distributed systems or customer-facing applications.
- A strong technical background in modern frontend and backend development, distributed systems, APIs, and cloud infrastructure.
- Experience designing, building, and maintaining RESTful APIs, microservices, or event-driven systems.
- Proficiency with databases (PostgreSQL, MySQL, NoSQL) and cloud platforms (AWS, GCP, or similar).
- Ability to break down complex problems, make pragmatic tradeoffs, and ship iteratively.
- Strong communication skills and comfort collaborating with cross-functional teams.
Preferred Qualifications
- Experience with conversational AI, LLM orchestration, or automation systems.
- Experience building customer service, CRM, telephony, contact center, or workflow automation tools.
- Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for full-stack contributions.
- Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs).
- Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required.
Key Skills/Competency
- Distributed Systems
- Microservices Architecture
- API Development (RESTful)
- Cloud Platforms (AWS, GCP)
- SQL/NoSQL Databases (PostgreSQL, MySQL)
- Conversational AI / LLM Orchestration
- Backend Development (Scala/Python)
- Frontend Development (React, TypeScript)
- System Design
- Cross-functional Collaboration
How to Get Hired at Hopper
- Research Hopper's Culture: Study their mission, values, recent news in travel tech and fintech, and employee testimonials on LinkedIn and Glassdoor to align your application with their innovative spirit.
- Optimize Your Resume for Keywords: Tailor your resume to highlight experience in senior software engineering, distributed systems, customer experience platforms, AI/ML, microservices, cloud infrastructure, and relevant programming languages like Scala/Python and React/TypeScript to attract attention for the Senior Software Engineer, Customer Experience Platform role.
- Prepare for Technical Deep-Dives: Focus on demonstrating expertise in system design, scalable API development, microservices architecture, cloud-native solutions, and problem-solving scenarios pertinent to large-scale customer-facing applications during your technical interviews.
- Showcase Collaboration and Impact: Be ready to discuss your experience working effectively with product, design, AI, and operations teams, illustrating how your contributions led to measurable improvements in customer experience or operational efficiency.
- Understand Hopper's Business Model: Familiarize yourself with Hopper's unique travel fintech products and their B2B division, HTS, to demonstrate a clear understanding of their market position and how the Customer Experience Platform contributes to their overall success.
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