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