Senior Full Stack Engineer, Realtime, Voice, Customer Experience Platform

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Take complete ownership of the voice channel, encompassing telephony and CPaaS integrations.

• Develop streaming speech-to-text and text-to-speech pipelines.

• Manage real-time models while ensuring latency and quality budgets are met.

• Create product features utilizing React/TypeScript for front-end development, alongside Scala and Python for backend services, all within GCP infrastructure.

• Design systems for multi-tenant scalability, relying on configuration instead of code forks.

• Establish safety and compliance frameworks, including guardrails, content filtering, and PII redaction integration points.

• Oversee revenue-critical deployments by implementing observability, alerting, incident response, and monitoring SLA performance.

• Develop platform capabilities for partner telephony integrations and facilitate go-lives.

• Participate actively in code and architectural reviews.

• Provide mentorship to fellow engineers.

• Lead Hopper's HTS Assist agentic AI assistant, which addresses travel changes, cancellations, refunds, and bookings via chat and voice.

⛳️ Requirements

• A minimum of 6 years of software engineering experience.

• Proven senior-level ownership of production systems and a true full-stack skill set.

• Practical experience with real-time systems, including voice applications, WebRTC/SIP, streaming media, or similar low-latency products.

• Proficiency in React and TypeScript.

• Backend experience in Scala or another JVM language, and/or Python.

• Familiarity with cloud infrastructure, specifically on GCP or AWS.

• Experience in designing, building, and maintaining RESTful APIs, microservices, or event-driven systems.

• Familiarity with AI coding tools as a regular part of the workflow.

• Experience with SLAs, observability, on-call rotations, and rollback strategies.

• Capability to deconstruct complex problems, make practical trade-offs, and deliver iteratively.

• Strong communication skills across product, design, and operations teams.

• Experience with conversational AI or LLM orchestration is an advantage.

• Knowledge of speech technology, such as Deepgram, ElevenLabs, Whisper, or OpenAI Realtime, is a bonus.

• Familiarity with cloud telephony or CPaaS platforms like Twilio, Amazon Connect, Genesys, or LiveKit is a bonus.

• Experience in customer service, CRM, contact center, or workflow automation is a bonus.

• Understanding of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus.

🏝️ Benefits

• Competitive salary.

• Pre-IPO equity packages.

• Unlimited PTO.

• Carrot Cash travel stipend.

• Access to co-working space on demand through FlexDesk.

• Work-from-home stipend.

• Generous parental leave, significantly above industry standards.

• 100% employer-sponsored Medical, Dental, and Vision coverage for employees.

• Disability and Life insurance.

• Health Reimbursement Account (HRA).

• DCA/FSA.

• Access to a 401k plan.

• Entrepreneurial culture.

• Open communication with management and company leadership.

• Small, dynamic teams that create a substantial impact.