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.