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Senior Software Engineer - Customer Experience Platform

Hopper Inc.Boston - Remote
Remote Full-time

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Experience Level

Senior

Qualifications

QualificationsWe are looking for candidates with a strong background in software engineering, who are passionate about building scalable and robust software solutions. Proven experience in backend development, with a focus on high-performance systems. Familiarity with API design and microservices architecture. Strong problem-solving skills and the ability to work collaboratively in a fast-paced environment. Experience with AI-driven technologies or platforms is a plus.

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.

About Hopper Inc.

Hopper is a leading travel technology company that leverages innovative AI solutions to enhance the travel experience for millions worldwide. Our commitment to providing outstanding customer service drives our focus on developing cutting-edge tools and platforms.

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