Senior Software Engineer — Customer Experience Platform

ThirstySprout is the exclusive recruiting partner for this role. We represent a leading global travel technology company that has raised over $750M in funding and serves hundreds of millions of travelers worldwide. Their B2B division powers AI-driven travel and fintech solutions for major airline, hospitality, and financial services brands. This team operates at Series A speed inside that larger organization — high ownership, fast iteration, and AI-native engineering culture.

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.

The team builds and operates the systems that enable fast, high-quality support at scale, including customer self-serve experiences within the app and partner-integrated flows, internal agent platforms for efficient human resolution, and a flagship agentic AI platform used both internally and offered as a B2B solution for global travel partners.

Together, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.

About the Role

As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind the company’s post-booking experience. Your work will directly impact customers, internal support agents, and the continued expansion of the AI-driven voice and chat platform.

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.

Day-to-Day

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

Minimum Qualifications

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

Preferred Qualifications

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