Senior Software Engineer - Customer Experience Platform
Description
About the teamThe 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 flowsInternal agent platforms that enable efficient, high-quality human resolutionHTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partnersTogether, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.About the jobAs 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 --- Source: jobicy - Hopper
