Please read the Full Job Description all the way to the bottom where you will see additional note about the job

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.

Client details are shared with qualified candidates during the screening process. 

Employment Type: Full-time 

Location: Remote — must be authorized to work in one of the following countries:

Direct hire: United States, Canada, United Kingdom, Mexico, Colombia, Bulgaria, Netherlands, Spain, Israel, India, Philippines, Singapore, Japan, Australia

EOR (third-party payroll): Brazil, Italy, Thailand, UAE, Saudi Arabia, South Korea

Department: Service / CX Engineering 

Level: Senior (L5). Open to Staff-level for the right candidate.

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

This is a full-stack engineering role with a strong emphasis on the frontend. You'll design, build, and evolve the core systems behind the company's post-booking experience — working across the entire stack but spending significant time on the UI and frontend architecture that powers customer-facing and agent-facing products.

If you're a frontend-heavy engineer with solid backend skills, or a true full-stack engineer who loves building polished user experiences, this role is built for you.

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.

(AI product development (LLM orchestration, conversational AI, RAG) — 1-2+ years. The key word is "built" — not just used Copilot or fine-tuned a model once. Their systems design interview is literally a RAG pipeline, so they need hands-on experience shipping AI products.)

Day-to-Day

• Design, build, and improve full-stack systems with a focus on frontend — powering the AI assistant platform, internal agent tools, and customer self-serve flows
• Build and maintain modern, responsive UI components and frontend architecture for customer-facing and agent-facing applications
• 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, with demonstrable strength in frontend development (React, TypeScript, or equivalent modern frameworks)
• Full-stack capability — comfortable working across frontend and backend, with depth on at least one side
• 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

Highly Desirable

• Experience building AI-first products (not just using AI as tooling) — conversational AI, LLM orchestration, or automation systems
• Customer service, CX, or support platform experience — building tools for agents, self-serve flows, or contact center systems
• Familiarity with Scala/Python for backend work alongside frontend expertise
• Experience integrating with external systems (telephony APIs, identity providers, payment gateways, CRMs)

Nice to Have

• Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS, OTA APIs)
• Previous experience in the travel or hospitality industry

What Sets This Team Apart

• Operates at Series A speed inside a well-funded, established travel tech company ($750M+ raised, 120M+ users)
• High-ownership culture — engineers own features end-to-end and are expected to think like product owners
• AI-native engineering processes — the team actively pushes toward AI-first development workflows
• Fast hiring loop — offers can be extended same-day after a successful interview cycle

Notes from their team about the requirements:

• Frontend (React/TypeScript) — 3+ years. This is the hidden bottleneck Pedro flagged. Most AI-focused engineers skew backend, so strong frontend is what separates candidates here.
• Backend / distributed systems (APIs, microservices, Python/Scala) — 3+ years. They need to be comfortable here but don't need to be a backend specialist. Enough to own features end-to-end without handing off.
• AI product development (LLM orchestration, conversational AI, RAG) — 1-2+ years. The key word is "built" — not just used Copilot or fine-tuned a model once. Their systems design interview is literally a RAG pipeline, so they need hands-on experience shipping AI products.
• Product engineering mindset (end-to-end ownership, working with PMs/designers) — 3+ years. There's a dedicated product interview with a PM in the loop. They want people who think about user impact, not just code. This is experience, not a tool — it comes from working in small teams or startups where engineers own outcomes.
• CX / customer service systems — 1+ year is enough. Building agent tools, self-serve flows, support platforms, contact center tech. This is highly desirable but they won't reject someone strong on the first four who lacks it. Travel experience sits below this — true nice-to-have.