Senior Software Engineer Customer Experience Platform
Hopper
Job Overview
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Job Description
Senior Software Engineer Customer Experience Platform
The Customer Experience (CX) Product team at Hopper owns the entire post-booking journey, ensuring seamless experiences from booking through changes, disruptions, refunds, and customer support. This team builds and operates scalable systems for fast, high-quality support, including customer self-serve experiences within the Hopper app and partner-integrated flows, internal agent platforms for efficient human resolution, and HTS Assist, Hopper’s flagship agentic AI platform.
As a Senior Software Engineer Customer Experience Platform, you will be instrumental in designing, building, and evolving the core systems that power Hopper’s post-booking experience. Your contributions will directly enhance customer interactions, empower internal support agents, and drive the expansion of HTS Assist across AI-driven voice and chat. You will collaborate extensively with Product, Design, AI, Data, and Operations teams to deliver intelligent, scalable customer service solutions, including conversational AI workflows, self-service customer journeys, internal tools, and partner-specific infrastructure.
What You Will Do
- Design, build, and improve backend and/or full-stack systems for HTS Assist, internal agent tools, and customer self-serve flows.
- Develop scalable APIs, microservices, and orchestration logic for complex post-booking journeys across AI, chat, voice, and web.
- Partner with cross-functional 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 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 engineering best practices.
- Analyze system performance and user behavior to identify automation, optimization, and cost reduction opportunities.
Minimum Qualifications
- 3+ years of experience in software engineering, with a focus on large-scale distributed systems or customer-facing applications.
- 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.
Key Skills/Competency
- Distributed Systems
- Customer Experience
- RESTful APIs
- Microservices
- Cloud Infrastructure
- Databases (PostgreSQL, MySQL, NoSQL)
- Conversational AI
- LLM Orchestration
- Backend Development
- Full-Stack Development
How to Get Hired at Hopper
- Research Hopper's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor. Understand their focus on data, AI, and customer experience.
- Tailor your resume: Customize your resume to highlight experience in large-scale distributed systems, customer-facing applications, and specific technologies like Scala/Python, React, TypeScript, and cloud platforms relevant to the Senior Software Engineer Customer Experience Platform role at Hopper.
- Showcase relevant projects: Prepare to discuss projects demonstrating your ability to design, build, and maintain scalable APIs, microservices, and conversational AI or automation systems. Quantify your impact wherever possible.
- Understand Hopper's CX strategy: Familiarize yourself with Hopper's fintech products, HTS Assist, and their approach to customer support and post-booking journeys. Show how your skills align with enhancing these core areas.
- Prepare for technical and behavioral interviews: Expect deep dives into system design, coding challenges, and questions about collaboration, problem-solving, and your experience working in cross-functional teams, especially in a fast-paced environment.
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