Senior Software Engineer - Customer Experience Platform
3 days ago
Madrid
ph3Location /h3 pBoston - Remote, Austin - Remote, Washington D.C. - Remote, Barcelona - Remote, Madrid - Remote, Valencia - Remote, Montréal - Remote /p h3Employment Type /h3 pFull time /p h3Location Type /h3 pRemote /p h3Department /h3 pService /p h3bAbout the team /b /h3 pThe 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. /p pWe build and operate the systems that enable fast, high-quality support at scale, including: /p ul liCustomer self-serve experiences within the Hopper app and partner-integrated flows /li liInternal agent platforms that enable efficient, high-quality human resolution /li liHTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners /li /ul pTogether, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide. /p h3bAbout the job /b /h3 pAs 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. /p pYou’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. /p pYou’ll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX. /p h3bWhat would your day-to-day look like /b /h3 ul liDesign, build, and improve the backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows. /li liDevelop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI, chat, voice, and web. /li liPartner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency. /li liIntegrate with external systems, such as telephony, CRM, identity, or booking platforms, to support both internal use cases and partner deployments. /li liOwn features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration. /li liContribute to architectural decisions, code reviews, reliability improvements, and ongoing enhancements to engineering best practices. /li liAnalyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction. /li /ul h3bMinimum Qualifications /b /h3 ul li3+ years of experience in software engineering, ideally building large-scale distributed systems or customer-facing applications /li liA strong technical background with modern frontend and backend development, distributed systems, APIs, and cloud infrastructure /li liExperience designing, building, and maintaining RESTful APIs, microservices, or event-driven systems /li liExperience with databases (PostgreSQL, MySQL, NoSQL) and cloud platforms (AWS, GCP, or similar) /li liAbility to break down complex problems, make pragmatic tradeoffs, and ship iteratively /li liStrong communication skills and comfort collaborating with cross-functional teams /li /ul h3bPreferred Qualifications /b /h3 ul liExperience with conversational AI, LLM orchestration, or automation systems /li liExperience building customer service, CRM, telephony, contact center, or workflow automation tools /li liFamiliarity with React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stack /li liExperience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs) /li liKnowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required /li /ul /p #J-18808-Ljbffr