Senior Software Engineer – Customer Experience Platform

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Design, develop, and enhance the backend and full-stack systems that drive HTS Assist, internal agent tools, and customer self-service flows.

• Create scalable APIs, microservices, and orchestration logic that support intricate post-booking journeys across AI, chat, voice, and web interfaces.

• Collaborate with Product, Design, AI, and Operations teams to deliver features that enhance customer experiences and boost agent productivity.

• Integrate with external systems—such as telephony, CRM, identity, and booking platforms—to facilitate internal use cases and partner implementations.

• Take ownership of features from start to finish, including technical design, implementation, testing, deployment, monitoring, and iterative improvements.

• Participate in architectural decision-making, code reviews, and reliability enhancements that elevate the performance of the broader team.

• Evaluate system performance and user behavior to uncover opportunities for automation, optimization, and cost savings.

⛳️ Requirements

• Over 6 years of software engineering experience in developing large-scale distributed systems or customer-facing applications.

• Proficient in both modern frontend and backend development, with the ability to make significant contributions across the entire stack.

• Practical experience in designing and maintaining RESTful APIs, microservices, or event-driven architectures.

• Senior-level familiarity with data storage and cloud infrastructure—capable of making informed trade-offs independently.

• A product engineer mindset: focused on user experience, questioning the rationale behind processes, and taking responsibility for results rather than just outputs.

• Excellent communication abilities and a proven history of successful cross-functional collaboration with distributed teams.

• Experience with conversational AI, LLM orchestration, or automation systems is preferred.

• Background in developing customer service, CRM, telephony, contact center, or workflow automation tools is preferred.

• Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers interested in full-stack contributions is preferred.

• Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs) is preferred.

• Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, although not mandatory.

🏝️ Benefits

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