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Senior Software Engineer - Customer Experience Platform

HopperToronto - Remote
Remote Full-time

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Experience Level

Senior

Qualifications

We are looking for candidates who have a strong software engineering background with experience in developing scalable applications. Proficiency in API development, microservices architecture, and integration with third-party systems is essential. Familiarity with AI technologies and a passion for enhancing customer experiences will be a significant advantage.

About the job

About the Team

The Customer Experience (CX) Product team is responsible for overseeing the entire post-booking journey. This includes managing changes, disruptions, refunds, and customer support interactions from the moment a trip is booked.

We develop and maintain high-quality systems that facilitate rapid and efficient customer support on a large scale, such as:

  • Customer self-service experiences within the Hopper app and integrated flows with partners.

  • Internal agent platforms that enable efficient and high-quality resolutions by human agents.

  • HTS Assist, Hopper’s premier AI platform, utilized internally and offered as a B2B solution to global travel partners.

Together, these platforms serve millions of travelers through chat, voice, web, and third-party channels, enhancing the post-booking experience globally.

About the Role

As a Senior Software Engineer on the CX Platform team, you will be instrumental in designing, building, and evolving the foundational systems that power Hopper’s post-booking operations. Your contributions will have a direct impact on customer interactions, support agents, and the ongoing growth of HTS Assist in AI-driven voice and chat applications.

You will collaborate closely with Product, Design, AI, Data, and Operations teams to create intelligent and scalable customer service systems, including conversational AI workflows, self-service customer journeys, and internal tools utilized by thousands of agents. You will also help develop infrastructure that supports partner-specific experiences.

Reporting to a Senior Engineering Manager, you will work alongside engineers focused on platform services, integrations, AI orchestration, and self-service user experience.

Day-to-Day Responsibilities

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

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

  • Collaborate with product, design, AI, and operations teams to implement features that improve customer experiences and boost agent productivity.

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

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

About Hopper

Hopper is a technology-driven travel company that aims to improve how people plan and book their trips. Our innovative platforms and AI solutions enhance customer experiences, making travel planning seamless and efficient.

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