Senior Software Engineer - Customer Experience Platform

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the teamThe 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 flowsInternal agent platforms that enable efficient, high-quality human resolutionHTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partnersTogether, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.About the jobAs 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 likeDesign, build, and improve the backend and full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flowsDevelop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and webPartner with Product, Design, AI, and Operations to deliver features that streamline customer experiences and improve agent efficiencyIntegrate with external systems — telephony, CRM, ide.