Senior Software Engineer - Customer Experience Platform
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Key skills for this role
About the Role
Hopper is seeking a Senior Software Engineer to design and build core systems for the Customer Experience Platform, including AI-driven support and self-service tools. You will work on scalable APIs, microservices, and orchestration logic, collaborating with cross-functional teams.
Key Skills for This Role
Responsibilities
- Design, build, and improve backend and full stack systems for HTS Assist, internal agent tools, and customer self serve flows
- Develop scalable APIs, microservices, and orchestration logic for 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 such as telephony, CRM, identity, and booking platforms
- Own features end to end from technical design through implementation, testing, deployment, monitoring, and iteration
- Contribute to architectural decisions, code reviews, and reliability improvements
- Analyze system performance and user behavior to identify automation and optimization opportunities
Requirements
- 6+ years of software engineering experience building large scale distributed systems or customer facing applications
- Strong command of modern frontend and backend development
- Hands on experience designing and maintaining RESTful APIs, microservices, or event driven systems
- Comfort with data storage and cloud infrastructure at a senior level
- Product engineer mindset with user experience focus
- Strong communication skills and cross functional collaboration experience
Full Job Posting
About The Team
- The Customer Experience (CX) Product team owns the entire post booking journey, including changes, disruptions, refunds, and customer support interactions.
- We build and operate systems for customer self serve experiences, internal agent platforms, and HTS Assist, an agentic AI platform.
About The Job
- As a Software Engineer on the CX Platform team, you will design, build, and evolve core systems behind Hopper’s post booking experience.
- You’ll collaborate with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems.
What Would Your Day to day Look Like
- Design, build, and improve backend and full stack systems for 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.
- Analyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reduction.
Minimum Qualifications
- 6+ years of software engineering experience building large scale distributed systems or customer facing applications.
- Strong command of both modern frontend and backend development.
- Hands on experience designing and maintaining RESTful APIs, microservices, or event driven systems.
- Comfort with data storage and cloud infrastructure at a senior level.
- A product engineer mindset: think about user experience, ask why before how, take ownership of outcomes.
- Strong communication skills and track record of effective cross functional collaboration with distributed 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 Scala/Python, React, TypeScript, or modern frontend frameworks.
- 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.
More About Hopper
- Hopper is on a mission to become the leading travel platform globally, powering its mobile app, website, and B2B business HTS.
- The platform serves hundreds of millions of travelers globally; the app has been downloaded over 120 million times.
- Hopper has raised over $750 million USD and is backed by major institutional investors.
Compensation
- Compensation Range: CA$150K CA$250K
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