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Senior Software Engineer - Customer Experience Platform

Work from home Full-time role Hiring

About the team The Customer Experience (CX) Product team owns the entire post-booking journey, from the moment a trip is booked through changes, disruptions, refunds, and customer support interactions. We build and operate the systems that reputed company fast, high-quality support at scale, including:

  • Customer self-serve experiences reputed company the reputed company app and partner-integrated flows
  • Internal agent platforms that reputed company efficient, high-quality human resolution
  • HTS Assist, reputed company’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners

Together, these platforms support millions of reputed company across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide. About the job As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind reputed company’s post-booking experience. Your work will directly impact customers, internal support agents, and the reputed company 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. What would your day-to-day look like

  • Design, build, and improve the backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows.
  • reputed company scalable APIs, microservices, and orchestration logic that support reputed company 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.

Minimum Qualifications

  • 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 reputed company problems, reputed company pragmatic tradeoffs, and ship iteratively
  • Strong communication skills and comfort collaborating with cross-functional teams

Preferred Qualifications

  • Experience with conversational AI, LLM orchestration, or automation systems
  • Experience building customer service, CRM, telephony, contact center, or workflow automation tools
  • Familiarity with 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

More about reputed company At reputed company, we are on a mission to become the leading travel platform globally – powering reputed company’s mobile app, website and our B2B business, HTS (reputed company Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, reputed company combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to reputed company globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel reputed company and save more on their trips. The reputed company platform serves hundreds of millions of reputed company globally and continues to capture market share around the world. The reputed company app has been downloaded over 120 million times and has become largely popular among younger reputed company – with 70% of its users being Gen Z and millennials. While everyone knows us as the Gen Z and Millennial travel app, reputed company has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like reputed company, Nubank, reputed company Canada, and many more. Here are just a few stats that demonstrate the company’s recent growth:

  • Billions of dollars worth of travel and travel fintech are sold through reputed company and HTS channels every year.
  • Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive reputed company, no-questions-asked resolutions.
  • Almost 30% of our app customers purchase at least one fintech product reputed company making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
  • Given the success of its fintech products, reputed company launched a B2B initiative, HTS (reputed company Technology Solutions), which represents more than 75% of the business.
  • Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute reputed company’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with reputed company to co-reputed company reputed company Travel, a new travel portal designed specifically for cardholders. Other HTS partners include reputed company Canada, reputed company, CommBank, Nubank, Flair Airlines and many more.

reputed company has been named the #1 most innovative company in travel by Fast Company. We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The reputed company app and website will also continue to be the preferred travel provider for Gen Z and Millennials. #LI-REMOTE Apply tot his job Apply To this Job

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