Hopper · 9 hours ago
Forward Deployed Engineer, HTS Assist
United States
Full-time
Remote
Mid LevelHopper is on a mission to become the leading travel platform globally, and they are seeking a Forward Deployed Engineer to deploy, customize, and optimize their HTS Assist AI voice and chat assistant. This role involves collaborating with partners to implement AI-driven service automation and ensuring seamless automated service experiences across various systems.
AppsBig DataMobile AppsPredictive AnalyticsTravel
Responsibilities
Assist Platform Operations
Configure and maintain HTS Assist deployments across partner environments, including conversational flows, LLM prompt management, and system orchestration
Conduct user acceptance testing (UAT) and regression QA for voice/chat bots, measuring and tracking accuracy, latency, and overall conversational quality
Monitor operational health through analytics and logging tools; identify issues and coordinate fixes with Product and Core Engineering
Contribute to design of self-serve configuration capabilities for partners as HTS Assist evolves
Support both technical and operational enablement and onboarding for new partner integrations, including telephony (e.g., Twilio, Amazon Connect, Genesys, Five9, Avaya), CRM/ticketing systems (Salesforce, Zendesk, ServiceNow) and travel inventory platforms (PMS, GDS, CRS, etc.)
Work hands-on with partner engineers to implement and validate HTS Assist capabilities and best practices
Maintain strong relationships with both external and internal stakeholders to ensure satisfaction, adoption, and continuous improvement of deployed solutions
Define and track Assist performance metrics including conversation accuracy, escalation frequency, latency, and adherence to partner policies
Design experiments and analyze conversation data to improve HTS Assist outcomes, leveraging SQL, Python, and other data tools to identify trends and performance gaps
Partner with Engineering to define, implement and refine quality metrics for HTS Assist, including accuracy, escalation rate, and response effectiveness
Contribute to prompt engineering and test new conversational behaviors to ensure the assistant meets partner brand tone and customer expectations
Understand and document how telephony, CRM, and AI components interconnect; proactively identify risks or opportunities for workflow optimization
Build and maintain automation scripts and deployed tools to streamline implementation and monitoring processes
Ensure robust data governance, version control, and documentation for all integrations and configurations
Serve as an operational liaison between Product, AI Engineering and operational teams to align product enhancements with operational needs
Act as an incident manager when outages or performance issues arise, ensuring swift triage, communication, and resolution
Support roadmap planning with data-backed insights into feature adoption, partner feedback, and operational pain points
Qualification
Required
Hands-on experience with APIs, JSON, SQL, and Python for data manipulation, workflow validation, and automation using frameworks such as Postman or Airflow
Understanding of LLM-based systems, prompt design, and conversational AI testing methodologies
Familiarity with voice synthesis and ASR technologies (e.g., ElevenLabs, Whisper, Deepgram, OpenAI Realtime)
Knowledge of cloud telephony / CPaaS providers (e.g., Twilio, Amazon Connect, Genesys, Avaya, Five9)
Experience with CRM and ticketing systems (Salesforce, Zendesk, or equivalent) and their connection to voice/chat workflows
Bias for action and drive to work autonomously, taking initiative to research problems, find solutions, and communicate with stakeholders
Ability to clarify, analyze, and investigate operational needs, identify potential roadblocks, and develop viable, cost-effective solutions
Exceptional ability to grasp, manage, and articulate complex systems
Excellent judgment; ability to ask smart questions and make quick, impactful decisions
High level of curiosity, operational awareness, exceptional attention to detail, and a broad understanding of contact centers, live support tool operations, and both user and agent behaviors
Strong organizational and prioritization skills to manage multiple projects or tasks of varying complexity while meeting deadlines and performing well under pressure
Fluent in customer service metrics, SLAs, and support health indicators
Passionate about delivering excellent service and customer outcomes, demonstrating care for both partner success and end-customer satisfaction in every interaction and system design
Resilient attitude; ability to adapt quickly to change and maintain composure in dynamic environments
Excellent written and verbal communication skills in English
Excellent communication and stakeholder-management skills across technical and non-technical audiences
Customer, team, and company player, taking on delegated tasks with enthusiasm toward the greater good of the company
A passion for Hopper's mission to build the most customer-centric travel marketplace
Preferred
Experience in a Forward Deployed, Solutions Engineering, or Applied AI implementation role is highly preferred
Proficiency with operational tools such as Jira, Confluence, Amplitude, Datadog, and Google Sheets
Technical and operational awareness of the travel technology ecosystem, including reservation and booking systems (e.g., GDSs such as Amadeus, Sabre, Travelport), hotel PMS/CRS platforms, and OTA partner APIs for flights, hotels, and ancillary products
Deep subject matter expertise in customer service operations and product ecosystems
Experience implementing and maintaining complex contact routing, IVRs, skillset libraries, and customer journey flows using technologies such as NICE IEX, Amazon Connect, and Kustomer
Prior experience with AI chatbot/voicebot operations and/or B2B SaaS integrations
Demonstrated ability to manage complex partner integrations from kickoff through steady-state support
Experience translating technical performance metrics into actionable recommendations for partners or internal teams
Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights clearly and impactfully
Exposure to data analytics and visualization tools (Amplitude, Datadog, Looker, or equivalent)
Company
Hopper
Hopper is a travel app that uses predictive analytics to make travel recommendations.
Founded in 2007
201-500 employees
H1B Sponsorship
Hopper has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (6)
2023 (20)
2022 (28)
2021 (15)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$729.68MKey Investors
Capital One VenturesGPI CapitalWestCap
2022-11-07Series Unknown· $96M
2022-02-02Secondary Market· $35M
2021-08-17Series G· $175M
Leadership Team
Frederic Lalonde
Founder & CEO
Sebastien Rainville
Co-founder
Recent News
2025-12-05
2025-11-07
Stack Capital Group Inc.
2025-11-05
Company data provided by crunchbase