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 mas