Original listing text, shown exactly as published by the company.
Qualifications minimales
- 6 ans et plus d’expérience en ingénierie logicielle, idéalement dans le développement de systèmes distribués à grande échelle ou d’applications orientées client
- Solide expertise technique en développement frontend et backend moderne, systèmes distribués, API et infrastructures infonuagiques
- Expérience dans la conception, le développement et la maintenance d’API REST, de microservices ou de systèmes événementiels
- Expérience avec des bases de données (PostgreSQL, MySQL, NoSQL) et des plateformes infonuagiques (AWS, GCP ou équivalent)
- Capacité à décomposer des problèmes complexes, à faire des choix pragmatiques et à livrer de manière itérative
- Excellentes aptitudes en communication et aisance à collaborer avec des équipes multidisciplinaires
Qualifications souhaitées
- Expérience avec l’IA conversationnelle, l’orchestration de LLM ou des systèmes d’automatisation
- Expérience dans le développement d’outils de service à la clientèle, CRM, téléphonie, centres de contact ou automatisation de flux de travail
- Connaissance de React, TypeScript ou de frameworks frontend modernes (pour les ingénieur·e·s souhaitant contribuer en full-stack)
- Expérience d’intégration avec des systèmes externes (API de téléphonie, fournisseurs d’identité, passerelles de paiement, CRM)
- Connaissance des technologies de l’industrie du voyage (PSS/GDS, PMS/CRS hôteliers) un atout, mais non obligatoire
Ce poste requiert une maîtrise du français et de l’anglais. La personne retenue devra communiquer et collaborer régulièrement avec des collègues, gestionnaires, clients, fournisseurs et partenaires d’affaires situés à l’extérieur du Québec, ainsi que consulter, préparer et utiliser de la documentation, des systèmes et des communications en français et en anglais. La connaissance de l’anglais est donc nécessaire à l’exercice des fonctions liées au poste ainsi qu’au respect des exigences opérationnelles et des besoins de la clientèle dans un environnement d’affaires international.
----------
About the teamThe 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.
We build and operate the systems that enable fast, high-quality support at scale, including
- Customer self-serve experiences within the Hopper app and partner-integrated flows
- Internal agent platforms that enable efficient, high-quality human resolution
- HTS Assist, Hopper’s flagship agentic AI platform, used 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 jobAs a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hopper’s post-booking experience. Your work will directly impact customers, internal support agents, and the continued expansion of HTS Assist across AI-driven voice and chat.
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.
What would your day-to-day look like
- Design, build, and improve the backend and full-stack systems that power HTS Assist, 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 to deliver features that streamline customer experiences and improve agent efficiency
- Integrate with external systems — telephony, CRM, identity, 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, and reliability improvements that raise the bar for the broader team
- Analyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reduction
Minimum Qualifications
- 6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
- Strong command of both modern frontend and backend development, with the ability to contribute meaningfully across the full stack
- Hands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systems
- Comfort with data storage and cloud infrastructure at a senior level — you know how to make the right tradeoffs without needing to be told
- A product engineer mindset: you think about the user experience, ask why before how, and take ownership of outcomes, not just outputs
- Strong communication skills and a track record of effective cross-functional collaboration with distributed teams
Preferred Qualifications
- Experience with conversational AI, LLM orchestration, or automation systems
- Experience building customer service, CRM, telephony, contact center, or workflow automation tools
- Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stack
- Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs)
- Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required
This position requires proficiency in both French and English. The successful candidate will be required to communicate and collaborate on a regular basis with colleagues, managers, clients, suppliers, and business partners located outside Quebec, and to review, prepare, and use documentation, systems, and communications in both French and English. Knowledge of English is therefore necessary for the performance of the duties associated with the position and to meet operational and client requirements in an international business environment.
More about HopperAt Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.
Here are just a few stats that demonstrate the company’s recent growth
- Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS channels every year.
- Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
- Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
- Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business.
- Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders.…
