Senior Software Engineer - Customer Experience Platform

Hopper • Boston, MA

4d • Remote

About The Position

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.

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

Nice To Haves

• 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 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed