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.

