Senior Software Engineer - Customer Experience Platform

About The Team

The Customer Experience (CX) Product team at Hopper is dedicated to owning the entire post-booking journey, from the moment a trip is booked through all subsequent changes, disruptions, refunds, and customer support interactions. They develop and operate sophisticated systems designed to enable fast, high-quality support at scale.

Key components include:

• Customer self-serve experiences integrated within the Hopper app and across partner flows.
• Internal agent platforms that facilitate efficient, high-quality human resolution.
• HTS Assist, Hopper’s flagship agentic AI platform, utilized internally and offered as a B2B solution for global travel partners.

These platforms collectively support millions of travelers via chat, voice, web, and third-party channels, ensuring seamless post-booking experiences globally.

About The Job: Senior Software Engineer - Customer Experience Platform

As a Senior Software Engineer on the CX Platform team, you will be instrumental in designing, building, and evolving the core systems that power Hopper’s post-booking experience. Your contributions will directly impact customers, internal support agents, and the ongoing expansion of HTS Assist, particularly in AI-driven voice and chat functionalities.

You will work in close collaboration with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems. This includes developing conversational AI workflows, enhancing self-service customer journeys, building internal tools used by thousands of agents, and establishing infrastructure that supports partner-specific experiences.

Reporting to a Senior Engineering Manager, you will work alongside a team of engineers specializing in 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.
• Collaborate 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 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, with a focus on large-scale distributed systems or customer-facing applications.
• Strong technical background encompassing modern frontend and backend development, distributed systems, APIs, and cloud infrastructure.
• Demonstrated experience in designing, building, and maintaining RESTful APIs, microservices, or event-driven systems.
• Proficiency with databases (e.g., PostgreSQL, MySQL, NoSQL) and cloud platforms (e.g., AWS, GCP, or similar).
• Ability to dissect complex problems, make pragmatic tradeoffs, and deliver solutions iteratively.
• Strong communication skills and comfort collaborating effectively 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.

Key skills/competency

• Distributed Systems
• RESTful APIs
• Microservices Architecture
• Cloud Platforms (AWS/GCP)
• Database Management (SQL/NoSQL)
• Customer Experience (CX)
• AI/ML Orchestration
• Full-stack Development
• System Design
• Cross-functional Collaboration