Senior Software Engineer - Customer Experience Platform

ABOUT THE TEAM

The Customer Experience (CX) Product team owns the entire post-booking journey, from the moment a trip is booked through changes, disruptions, refunds, and customer support interactions.

We build and operate the systems that enable fast, high-quality support at scale, including:

- Customer self-serve experiences within the Hopper app and partner-integrated flows

- Internal agent platforms that enable efficient, high-quality human resolution

- HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners

Together, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.


ABOUT THE JOB

As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hopper’s post-booking experience. Your work will directly impact customers, internal support agents, and the continued expansion of HTS Assist across AI-driven voice and chat.

You’ll collaborate closely with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems, including conversational AI workflows, self-service customer journeys, internal tools used by thousands of agents, and infrastructure that enables partner-specific experiences.

You’ll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX.


WHAT WOULD YOUR DAY-TO-DAY LOOK LIKE

- Design, build, and improve the 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 that 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, to support 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 with modern frontend and backend development, distributed systems, APIs, and cloud infrastructure

- Experience designing, building, and maintaining RESTful APIs, microservices, or event-driven systems

- Experience with databases (PostgreSQL, MySQL, NoSQL) a