Contact Center Engineer, CS Product Operations

We are looking for an experienced Contact Center Engineer to join the CS Product Operations team responsible for the installation, configuration and maintenance of contact center platforms.The Contact Center Engineer is vital in ensuring that Hopper’s customer service tools are optimized from a process, maintenance and operational perspective to guarantee that the needs of the Hopper’s service delivery teams and our fast-paced business context are met.  

We’re looking for a technically-savvy and detail-oriented individual to join our team. Their mission will be to own and manage all aspects associated with the maintenance and continuous improvement of the customer service technology stack comprising over 50 different platforms and partner portals.  

They will build strong partnerships with different teams across the organization in order to contextualize and support customer service delivery groups in their mission to provide excellent service to Hopper users across all verticals. 

• Monitor, review and consistently optimize processes and platform settings, which includes systems integrations and in-house automations.
• Support in the design of new solutions and the selection and maintenance of new platforms or technologies
• Work closely with software vendors to report issues, raise feature requests and influence product roadmap
• Resolve challenging and potentially high impacting technical situations with a high level of tact and understanding
• Assist in the maintenance of documentation related to tool settings, troubleshooting steps and escalation points for all platforms in order to institutionalize operational knowledge.
• Act as a Subject Matter Expert for escalations across the contact center technology stack. This includes investigation, efficiently reporting and constant communication with stakeholders to provide visibility on causes, impact, solutions and estimated resolution times.
• Optimize customer service workflows based on new Hopper products/initiatives and available tools.
• QA new integrations and automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature/systems roll out.
• Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date.
• Utilize Large Language Models (LLMs) to enhance customer interactions by developing and fine-tuning conversational AI solutions for the contact center environment.
• Support the implementation of LLM-based tools and applications to automate routine customer inquiries, improve response accuracy, and optimize agent productivity.
• Collaborate with contact center operations teams to identify opportunities for leveraging LLM technology to streamline processes, reduce handling times, and enhance customer satisfaction.
• Support in evaluating and benchmark the performance of LLM-powered chatbots or virtual assistants, ensuring seamless integration with existing contact center systems and workflows.
• Stay updated with advancements in NLP and conversational AI research, as well as industry best practices in contact center technology and customer service, to drive innovation and maintain competitiveness.
• Contribute to the development of contact center strategies and roadmaps, advocating for the strategic use of LLM technology to deliver exceptional customer service and drive business outcomes.

• 5 years experience in Contact Center technical role
• The ability to develop scripts for automations (JavaScript, NodeJS, Python)
• A deep understanding of contact center operations and technologies including SaaS architectures, CRM applications, IP telephony and API integrations.
• Working knowledge of voice technologies and architectures (IVR, CTI, SIP/RTP)
• Experience building integrations with REST APIs and low-code platforms like Zapier or Integromat
• Experience with relational databases and SQL
• Proficiency in Tableau (or similar tools like Qlikview, Power BI or Looker)
• Familiar with natural language processing (NLP) techniques, with an understanding of LLM architectures and algorithms.
• Familiarity with popular LLM frameworks and libraries, such as TensorFlow, PyTorch, Hugging Face Transformers, or OpenAI GPT.
• Knowledge of best practices for deploying and managing LLM-based applications in production environments, including scalability, efficiency, and security considerations.
• Continuous learning mindset, staying updated with the latest research advancements and industry trends in LLM development and applications.
• Excellent attention to detail and interest to dive deep, along with the ability to define and implement new automation and processes across platforms and teams.
• The ability to independently and quickly resolve issues, frequently crossing multiple system boundaries. 
• A clear focus on the customer’s needs and providing solutions to their problems, understanding when a simple solution is preferred, and when a more complex approach is appropriate. 
• Strong familiarity with root cause analysis processes, accompanied by excellent problem-solving skills to suggest and/or deploy solutions.
• A drive to collaborate with cross-functional teams in order to improve existing processes by   identifying technology/process gaps and ensuring appropriate documentation and maintenance for all tasks within their area of responsibility.
• Excellent communication skills and a people-centric approach to their workHave previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location

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More about Hopper

At 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. Ranked the third largest online travel agency in North America, 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 global travel agency and travel fintech provider 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:

Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships. 

Our fintech products – including Price Freeze, Flexibility 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 50% 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. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline. 

Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.

Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace. 

Come take off with us!