Senior Software Engineer - Customer Experience Platform

Job description

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. What would your day-to-day look like 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 opportun…