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Hopper Logo Hopper · IT - Software Development

Senior Software Engineer - Customer Experience Platform

Canada, Toronto · Job Posted February 21, 2026
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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
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