Responsibilities
- 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
- 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
Nice to Have
- Experience with conversational AI, LLM orchestration, or automation systems
- Experience building customer service, CRM, telephony, contact center, or workflow automation tools
- Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stack
- Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs)
- Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required
Team
Structure: The 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. We build and operate the systems that enable fast, high-quality support at scale, including: - Customer self-serve experiences within the Hopper app and partner-integrated flows - Internal agent platforms that enable efficient, high-quality human resolution - HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners
