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.

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.

• 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.

• 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 (Postgre
  
  SQL, MySQL, No
  
  SQL) 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

• Experience with conversational AI, LLM orchestration, or automation systems

• Experience building customer service, CRM, telephony, contact center, or workflow automation tools

• Familiarity with React, Type Script, or modern frontend 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

At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). 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 globally. We have developed several unique fintech solutions that address everything from pricing volatility…