Note: The job is a remote job and is open to candidates in USA. Hopper is a leading travel platform that powers its mobile app and B2B business, HTS. As a Senior Software Engineer on the Customer Experience Platform team, you will design and build core systems that enhance Hopper's post-booking experience, collaborating closely with various teams to deliver intelligent customer service solutions.
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
Skills
- 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
- 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
Company Overview
Hopper is a travel technology platform that operates the Hopper app & website and its B2B division, HTS (Hopper Technology Solutions). It was founded in 2007, and is headquartered in Montréal, Quebec, CAN, with a workforce of 201-500 employees. Its website is http://www.hopper.com.Company H1B Sponsorship
Hopper has a track record of offering H1B sponsorships, with 6 in 2025, 6 in 2024, 20 in 2023, 28 in 2022, 15 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.