Senior Software Engineer – Customer Experience Platform
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Job Description
Software Engineer on CX Platform team designing AI-driven systems for travel technology company. Collaborating with cross-functional teams to enhance post-booking customer experiences.
Responsibilities:
- Design, build, and improve backend and/or full-stack systems that power the AI assistant platform, internal agent tools, and customer self-serve flows
- Develop scalable APIs, microservices, and orchestration logic supporting 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
- 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
- Hands-on experience with AI coding tools and a demonstrated ability to integrate them effectively into your workflow.
- Experience with conversational AI, LLM orchestration, or automation systems
- Experience building AI-first products (not just using AI as tooling)
- Experience building customer service, CRM, telephony, contact center, or workflow automation tools
- Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks
- Experience integrating with external systems (telephony APIs, identity providers, payment gateways, CRMs)
- Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus
Benefits:
- Offers Equity
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