[Remote] Senior Software Engineer - Customer Experience Platform

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.ResponsibilitiesDesign, build, and improve the backend and full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flowsDevelop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and webPartner with Product, Design, AI, and Operations to deliver features that streamline customer experiences and improve agent efficiencyIntegrate with external systems — telephony, CRM, identity, booking platforms — to support internal use cases and partner deploymentsOwn features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iterationContribute to architectural decisions, code reviews, and reliability improvements that raise the bar for the broader teamAnalyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reductionSkills6+ years of software engineering experience building large-scale distributed systems or customer-facing applicationsStrong command of both modern frontend and backend development, with the ability to contribute meaningfully across the full stackHands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systemsComfort with data storage and cloud infrastructure at a senior level — you know how to make the right tradeoffs without needing to be toldA product engineer mindset: you think about the user experience, ask why before how, and take ownership of outcomes, not just outputsStrong communication skills and a track record of effective cross-functional collaboration with distributed teamsExperience with conversational AI, LLM orchestration, or automation systemsExperience building customer service, CRM, telephony, contact center, or workflow automation toolsFamiliarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stackExperience 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 requiredCompany OverviewHopper 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 SponsorshipHopper 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.