Senior Software Engineer

Senior Software Engineer - Customer Experience Platform

Hopper

Location:
Canada , Toronto ▼
Vancouver

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

As 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. You’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.

Job Responsibility:

Design, build, and improve the backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows
Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI, chat, voice, and web
Partner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency
Integrate with external systems, such as telephony, CRM, identity, or booking platforms, to support both 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, reliability improvements, and ongoing enhancements to engineering best practices
Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction

Requirements:

3+ years of experience in software engineering, ideally building large-scale distributed systems or customer-facing applications
A strong technical background with modern frontend and backend development, distributed systems, APIs, and cloud infrastructure
Experience designing, building, and maintaining RESTful APIs, microservices, or event-driven systems
Experience with databases (PostgreSQL, MySQL, NoSQL) and cloud platforms (AWS, GCP, or similar)
Ability to break down complex problems, make pragmatic tradeoffs, and ship iteratively
Strong communication skills and comfort collaborating with cross-functional 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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

Remote work

Hopper - All Job Offers

Job Link Share: