Hopper - Senior Software Engineer - Customer Experience Platform
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Requirements
• 3+ years of experience in software engineering, ideally building large-scale distributed systems or customer-facing applications • A strong technical background with modern frontend and backend development, distributed systems, APIs, and cloud infrastructure • Experience designing, building, and maintaining RESTful APIs, microservices, or event-driven systems • Experience with databases (PostgreSQL, MySQL, NoSQL) and cloud platforms (AWS, GCP, or similar) • Ability to break down complex problems, make pragmatic tradeoffs, and ship iteratively • Strong communication skills and comfort collaborating with cross-functional teams • 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 for engineers who want to contribute full-stack • 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, though not required
Responsibilities
• Design, build, and improve the backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows. • Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI, chat, voice, and web. • Partner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency. • Integrate with external systems, such as telephony, CRM, identity, or booking platforms, to support both 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, reliability improvements, and ongoing enhancements to engineering best practices. • Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction.
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