About the job
Join Our Innovative Team
Be part of the Customer Experience (CX) Product team that oversees the complete post-booking journey. From the moment a trip is booked to handling changes, disruptions, refunds, and customer support interactions, we are dedicated to enhancing the travel experience.
We develop and maintain systems that provide rapid, high-quality support at scale, including:
User-friendly self-service experiences within the Hopper app and partner-integrated systems.
Robust internal agent platforms that facilitate efficient, high-quality human resolution.
HTS Assist, our premier agentic AI platform, utilized internally and as a B2B solution for global travel partners.
Our platforms serve millions of travelers across various channels—chat, voice, web, and third-party—ensuring seamless post-booking experiences worldwide.
Your Role
As a Senior Software Engineer in the CX Platform team, you will architect, build, and enhance the core systems that underpin Hopper’s post-booking experience. Your contributions will directly affect customers, internal support agents, and the growth of HTS Assist across AI-driven communication channels.
You will work in close collaboration with Product, Design, AI, Data, and Operations teams to deliver intelligent, scalable customer service systems, including conversational AI workflows and self-service customer journeys.
Daily Responsibilities
Design, develop, 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 for complex post-booking journeys across AI, chat, voice, and web.
Collaborate with product, design, AI, and operations teams to implement features that optimize customer experiences and improve agent efficiency.
Integrate with external systems such as telephony, CRM, identity, and booking platforms to support both internal and partner-specific applications.
Own features from initial technical design through implementation, testing, deployment, monitoring, and iteration.

