- 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
- 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
- You'll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX
- 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
