Job Title

Senior Software Engineer - Customer Experience Platform Join to apply for the Senior Software Engineer - Customer Experience Platform role at Hopper About the Team The Customer Experience (CX) Product team owns the entire postbooking 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 selfserve experiences within the Hopper app and partnerintegrated flows Internal agent platforms that enable efficient, highquality human resolution HTS Assist, Hoppers 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 thirdparty channels, powering seamless postbooking experiences worldwide. About the Job As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hoppers postbooking experience. Your work will directly impact customers, internal support agents, and the continued expansion of HTS Assist across AIdriven voice and chat. Youll collaborate closely with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems, including conversational AI workflows, selfservice customer journeys, internal tools used by thousands of agents, and infrastructure that enables partnerspecific experiences. Youll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and selfservice UX. What Would Your DaytoDay Look Like Design, build, and improve the backend and/or fullstack systems that power HTS Assist, internal agent tools, and customer selfserve flows. Develop scalable APIs, microservices, and orchestration logic that support complex postbooking 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 (telephony, CRM, identity, or booking platforms) to support internal use cases and partner deployments. Own features endtoend, 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. Minimum Qualifications 3+ years of experience in software engineering, ideally building largescale distributed systems or customerfacing 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 eventdriven 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 crossfunctional 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 React, TypeScript, or modern frontend frameworks for engineers who want to contribute fullstack. 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 Hoppers 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 worldclass travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers worldwide. #J-18808-Ljbffr