Senior Software Engineer - Customer Experience Platform

Location Chicago - Remote, New York - Remote, California - Remote Employment Type Full time Location Type Remote Department Service 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/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. Minimum Qualifications 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 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 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 #J-18808-Ljbffr