Senior Software Engineer - Customer Experience Platform

Hopper is a leading travel platform on a mission to enhance the travel experience through innovative technology and fintech solutions. The Senior Software Engineer will design and build core systems for the Customer Experience (CX) Platform, impacting customer interactions and support agents while collaborating with cross-functional teams to create scalable solutions.

Responsibilities:

• 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

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