Senior Software Engineer

Senior Software Engineer - Customer Experience Platform Senior Software Engineer - Customer Experience Platform Join to apply for the Senior Software Engineer - Customer Experience Platform role at Hopper. 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. What We Build 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 agent‑based AI platform, used internally and offered as a B2B solution for global travel partners 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 You’ll Do 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 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. 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 front‑end and back‑end 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) and cloud platforms (AWS, GCP, or similar). Ability to break down complex problems, make pragmatic trade‑offs, 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 React, TypeScript, or modern front‑end frameworks for engineers who want to contribute full‑stack. 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. More About Hopper At Hopper, we are on a mission to become the leading travel platform globally, powering our mobile app, website, and B2B business (HTS). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world‑class travel agency offering with proprietary fintech products to bring transparency, flexibility, and savings to travelers worldwide. The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share. The app has been downloaded over 120 million times, with 70 % of users being Gen Z and millennials. Hopper’s B2B division, HTS, supercharges partners’ direct channels by integrating our fintech products on their sites or powering end‑to‑end travel portals. Partners include leading brands such as Capital One, Nubank, Air Canada, and many more. Notable company highlights include: Billions of dollars worth of travel and fintech sold through Hopper and HTS channels every year. Exceptional CSAT for fintech products due to clear terms and instant, no‑questions‑asked resolutions. Financial backing of over $750 million and support from major institutional investors. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Engineering and Information Technology #J-18808-Ljbffr