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Senior Software Engineer - Customer Experience Platform

HopperChicago - Remote
Remote Full-time

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Experience Level

Senior

Qualifications

Experience with backend development, knowledge of API design, familiarity with microservices architecture, and strong problem-solving skills are essential. Proficiency in programming languages such as Java, Python, or Node.js is preferred. Experience with conversational AI and customer service platforms will be a plus.

About the job

About Our Team

The Customer Experience (CX) Product team is responsible for overseeing the entire post-booking journey, ensuring a smooth experience for travelers from booking to changes, disruptions, refunds, and support interactions.

We develop and manage systems that enable rapid, high-quality support at scale, including:

  • Customer self-service solutions within the Hopper app and integrated partner workflows

  • Internal agent platforms designed for efficient, high-quality resolution

  • HTS Assist, Hopper’s leading AI platform utilized internally and as a B2B offering for global travel partners

Together, these solutions empower millions of travelers across chat, voice, web, and third-party channels, facilitating seamless post-booking experiences globally.

Your Role

As a Senior Software Engineer on the CX Platform team, you will design, construct, and enhance the foundational systems that underpin Hopper’s post-booking experience. Your contributions will significantly affect customers, internal support teams, and the ongoing expansion of HTS Assist across AI-driven voice and chat interfaces.

You will work closely with Product, Design, AI, Data, and Operations teams to create intelligent, scalable customer service systems, including conversational AI workflows, self-service customer journeys, and tools used by thousands of agents, alongside infrastructure tailored to partner-specific needs.

You will report to a Senior Engineering Manager and collaborate with engineers focused on platform services, integrations, AI orchestration, and user experience.

Daily Responsibilities

  • Design, build, and optimize backend and/or full-stack systems that facilitate HTS Assist, internal tools, and customer self-service flows.

  • Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI, chat, voice, and web.

  • Collaborate with product, design, AI, and operations teams to deliver features that enhance customer interactions and improve agent productivity.

  • Integrate with external systems such as telephony, CRM, identity, or booking platforms to support internal use cases and partner deployments.

  • Take ownership of features from technical design through to implementation, testing, deployment, monitoring, and iteration.

About Hopper

Hopper is a leading travel technology company that provides innovative solutions to enhance the travel booking experience. Our focus on customer satisfaction and technology-driven solutions sets us apart in the travel industry.

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