Senior Software Engineer (Customer Experience Platform)

About this role

• 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
• 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
• 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

### Benefits

• Competitive salary: We compete with top-tier tech companies for world-class tal...