Senior Software Engineer Customer Experience Platform

ThirstySprout is recruiting for a leading global travel technology company that has raised over $750M in funding and serves hundreds of millions of travelers worldwide. This Senior Software Engineer role focuses on designing and building core systems for the Customer Experience Platform, which powers post-booking journeys, AI-driven customer support, and agent tools at scale.

The CX Platform team owns the entire post-booking experience across chat, voice, web, and third-party channels, supporting millions of travelers globally with both internal systems and B2B solutions.

• Design, build, and improve backend and/or full-stack systems powering 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 channels
• 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 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 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 demonstrated ability to integrate them effectively into 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)

This is a senior-level engineering position operating with Series A speed and high ownership within a larger organization. The role involves collaboration with cross-functional teams including Product, Design, AI, Data, and Operations. Reports to a Senior Engineering Manager.