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Senior Software Engineer - Customer Experience Platform
Full-time
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, internal agent platforms, and HTS Assist, Hopper's flagship agentic AI platform used internally and offered as a B2B solution for global travel partners.
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 expansion of HTS Assist across AI-driven voice and chat. 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 full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows
Develop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and web
Partner with Product, Design, AI, and Operations to deliver features that streamline customer experiences and improve agent efficiency
Integrate with external systems (telephony, CRM, identity, booking platforms) to support 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, and reliability improvements
Analyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reduction
Minimum Qualifications
6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
Strong command of both modern frontend and backend development, contributing meaningfully across the full stack
Hands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systems
Comfort with data storage and cloud infrastructure at a senior level
A product engineer mindset: you think about the user experience and take ownership of outcomes
Strong communication skills and a track record of effective cross-functional collaboration
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 Scala/Python, React, TypeScript, or modern frontend frameworks
Experience integrating with external systems (telephony APIs, identity providers, payment gateways, CRMs)
Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus
