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. 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 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 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, 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 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 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 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 to trip disruptions – helping people travel better and save more on their trips. 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. While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands. Through HTS, our B2B division, the company supercharges its partners’ direct chan