Senior Software Engineer - Customer Experience Platform

About the role

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.

Responsibilities

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.

• 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 that raise the bar for the broader team
• Analyse system performance and user behavior to identify opportunities for automation, optimization, and cost reduction

Requirements

• 6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
• Strong command of both modern frontend and backend development, with the ability to contribute 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 — you know how to make the right tradeoffs without needing to be told
• A product engineer mindset: you think about the user experience, ask why before how, and take ownership of outcomes, not just outputs
• Strong communication skills and a track record of effective cross-functional collaboration with distributed teams
• 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 for engineers who want to contribute full-stack
• Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs)

Qualifications

• Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required

Benefits

• Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS channels every year
• Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions
• Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel
• Hopper has been named the #1 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 ecommerce provider in a $1 trillion online shopping category

Pay

$139,971 per year

Schedule

Remote