Senior Software Engineer

About the teamThe 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 flowsInternal agent platforms that enable efficient, high-quality human resolutionHTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partnersTogether, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.About the jobAs 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 likeDesign, 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 Qualifications3+ years of experience in software engineering, ideally building large-scale distributed systems or customer-facing applicationsA strong technical background with modern frontend and backend development, distributed systems, APIs, and cloud infrastructureExperience designing, building, and maintaining RESTful APIs, microservices, or event-driven systemsExperience with databases (PostgreSQL, MySQL, NoSQL) and cloud platforms (AWS, GCP, or similar)Ability to break down complex problems, make pragmatic tradeoffs, and ship iterativelyStrong communication skills and comfort collaborating with cross-functional teamsPreferred QualificationsExperience with conversational AI, LLM orchestration, or automation systemsExperience building customer service, CRM, telephony, contact center, or workflow automation toolsFamiliarity with React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stackExperience integrating with external systems (e.g., telephony APIs, identity providers,