Senior Software Engineer – Customer Experience Platform

Hopper

Senior Software Engineer designing and enhancing systems for Hopper's customer experience platform. Collaborating with cross-functional teams to develop scalable customer service solutions in a remote environment.

Posted 6/30/2026full-timeRemote • Illinois • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsMicroservicesPythonReactScalaTypeScript

About the role

Key responsibilities & impact

Design, build, and improve the backend and full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows
Develop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and web
Partner with Product, Design, AI, and Operations to deliver features that streamline customer experiences and improve agent efficiency
Integrate with external systems — telephony, CRM, identity, booking platforms — to support internal use cases and partner deployments
Own features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration
Contribute to architectural decisions, code reviews, and reliability improvements that raise the bar for the broader team
Analyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reduction

Requirements

What you’ll need

6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
Strong command of both modern frontend and backend development, with the ability to contribute meaningfully across the full stack
Hands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systems
Comfort with data storage and cloud infrastructure at a senior level — you know how to make the right tradeoffs without needing to be told
A product engineer mindset: you think about the user experience, ask why before how, and take ownership of outcomes, not just outputs
Strong communication skills and a track record of effective cross-functional collaboration with distributed teams.
Experience with conversational AI, LLM orchestration, or automation systems (preferred)
Experience building customer service, CRM, telephony, contact center, or workflow automation tools (preferred)
Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stack (preferred)
Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs) (preferred)
Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required.

Benefits

Comp & perks

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Hard Skills & Tools

Software EngineeringDistributed SystemsEvent-Driven SystemsData StorageCloud InfrastructureConversational AILLM OrchestrationAutomation SystemsScalaPython

Soft Skills

Strong CommunicationProduct Engineer Mindset