Senior Software Engineer - Customer Experience Platform

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