Senior Software Engineer - Customer Experience Platform

Hopper is a leading travel platform focused on enhancing the post-booking experience for travelers. As a Senior Software Engineer on the Customer Experience Platform team, you will design and build core systems that improve customer interactions and support internal agents, directly impacting the efficiency of Hopper's services.

Responsibilities:

• 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

Requirements:

• 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
• 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