The Grace Hopper Program at Fullstack Academy
Boston, Massachusetts
Senior Software Engineer - Customer Experience Platform Join to apply for the Senior Software Engineer - Customer Experience Platform role at The Grace Hopper Program at Fullstack Academy. 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 Together, these platforms support millions of travelers across chat, voice, web, and third party channels. 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 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 with engineers focused on platform services, integrations, AI orchestration, and self service UX. Day to Day Responsibilities 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) 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 React, TypeScript, 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. About Hopper Hopper is a leading travel platform powering a mobile app and B2B business, HTS. The platform serves hundreds of millions of travelers globally, with the Hopper app downloaded over 120 million times. Hopper has grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world's largest brands. Key metrics: Billions of dollars worth of travel and travel fintech sold through Hopper and HTS channels every year. HTS accounts for more than 75% of the business. Hopper has raised over $750 million USD in private capital. Hopper has been named the most innovative company in travel by Fast Company.
Senior Software Engineer - Customer Experience Platform Join to apply for the Senior Software Engineer - Customer Experience Platform role at The Grace Hopper Program at Fullstack Academy. 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 Together, these platforms support millions of travelers across chat, voice, web, and third party channels. 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 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 with engineers focused on platform services, integrations, AI orchestration, and self service UX. Day to Day Responsibilities 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) 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 React, TypeScript, 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. About Hopper Hopper is a leading travel platform powering a mobile app and B2B business, HTS. The platform serves hundreds of millions of travelers globally, with the Hopper app downloaded over 120 million times. Hopper has grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world's largest brands. Key metrics: Billions of dollars worth of travel and travel fintech sold through Hopper and HTS channels every year. HTS accounts for more than 75% of the business. Hopper has raised over $750 million USD in private capital. Hopper has been named the most innovative company in travel by Fast Company.
The Grace Hopper Program at Fullstack Academy
Chicago, Illinois
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. 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) 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 React, TypeScript, 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. More About Hopper Hopper is on a mission to become the leading travel platform globally. 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 around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers - with 70% of its users being Gen Z and millennials. Through HTS, our B2B division, the company supercharges its partners' direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more. Hopper has been named the most innovative company in travel by Fast Company. We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel e commerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.
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. 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) 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 React, TypeScript, 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. More About Hopper Hopper is on a mission to become the leading travel platform globally. 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 around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers - with 70% of its users being Gen Z and millennials. Through HTS, our B2B division, the company supercharges its partners' direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more. Hopper has been named the most innovative company in travel by Fast Company. We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel e commerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.