Senior Software Engineer - Customer Experience Platform

Hopper is on a mission to become the leading travel platform globally, and they are seeking a Senior Software Engineer to join their Customer Experience Platform team. The role involves designing and building core systems for Hopper's post-booking experience, collaborating with cross-functional teams to enhance customer service systems.

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