Quick Summary
Senior Software Engineer (Customer Service Optimization)
About Exoticca
Exoticca is a pioneering online travel agency revolutionizing the conception, production, and e-commerce of long-distance dream trips. Our core commitment is to "creating life milestones," delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for customers and the planet.
We are a professional, dynamic, multicultural team experiencing rapid international growth, seeking partners to help us create the best and most forward-thinking travel company of our generation.
What are we proposing?
We are looking for a Senior Software Engineer who excels as a problem solver. This role requires using engineering—across backend, frontend, data, infrastructure, and AI—as a toolbox to solve real customer and business problems.
This position is central to our Customer Service optimization team, focusing on building proactive and reactive solutions that improve the customer experience at scale. Our goal is to solve customer problems before they arise and, when customers reach out, to automate and simplify interactions through AI-powered self-service.
Technology choices matter, but impact matters more. You will work across PHP, C#, React, React Native, and modern AI tooling, choosing the right approach for each problem rather than being constrained by a single stack.
Why Join Us
- Real, meaningful problems that directly impact customer experience.
- Freedom to choose the right tool for the problem, including AI.
- A team that values initiative, ownership, and impact over titles and silos.
- Scale-up challenges with room to influence architecture, product, and ways of working.
If you’re looking for challenging problems, autonomy, and growth — welcome!
Responsibilities
Proactive Customer Experience:
- Build features that anticipate customer needs and remove friction before questions arise.
- Make critical information (e.g., flight details, trip changes, add-on excursions) clear, timely, and accessible across app, web, and communication channels.
- Design systems that reduce uncertainty and increase trust through smart automation and clear user experience.
Reactive & AI-Driven Automation:
- Help design and build AI-powered chatbots and voicebots to maximize self-service and reduce manual support.
- Automate inbound and outbound customer communication related to trip changes (flights, hotels, schedules).
- Apply AI pragmatically to classify, route, resolve, or fully automate customer interactions.
Product & Data-Oriented Engineering:
- Work closely with the whole team to refine problems before writing code.
- Use data to validate assumptions, measure impact, and continuously improve solutions.
- Actively participate in shaping product decisions, not just implementing tickets.
What you will do:
- Solve complex customer and operational problems using end-to-end engineering thinking.
- Design, build, and iterate on systems spanning backend, frontend, and AI components.
- Proactively refine tasks, suggest better solutions, and challenge assumptions when needed.
- Collaborate with Product, Data, and Customer Service teams to deliver measurable outcomes.
- Use AI tools daily to accelerate development, improve quality, and explore better solutions.
- Maintain high standards of code quality, reliability, and scalability while moving fast.
Requirements
- Strong problem-solving mindset — you enjoy ambiguous problems and figuring out the best path forward.
- Highly effective use of AI in daily work (coding, debugging, designing, analyzing, automating).
- Product-oriented thinking: you care about why you’re building something, not just how.
- Comfort working across multiple technologies and learning new ones as needed.
- Solid knowledge of RESTful API design, development, and integration best practices.
- Experience working with event-driven architectures (EDA) and message-based communication between services.
- Familiarity with Domain-Driven Design (DDD) and clean architecture principles.
- Working knowledge of CI/CD pipelines and version control best practices using Git (GitHub Actions or similar).
- Strong emphasis on testing (unit, integration) and commitment to code quality, scalability, and maintainability.
- Familiarity with observability practices — including logging, monitoring, and tracing — to ensure visibility and reliability across distributed services.
- Excellent collaboration and communication skills to work effectively within cross-functional teams.
We don’t expect you to know everything, but experience in some of the following is important:
- Backend: PHP and/or C# (or equivalent experience)
- Frontend: React, React Native
- APIs, integrations, and system design
- AI tools, LLMs, automation workflows
- Data-informed decision making
- Proven ability to design and integrate RESTful APIs with attention to performance and reliability.
- Knowledge of testing practices (unit and integration) and a strong focus on code quality.
- Familiarity with observability principles, including logging, monitoring, and tracing in distributed systems.
Benefits
- Competitive compensation package, in line with job responsibilities and experience.
- Flexible compensation on transportation and food with Cobee also in our private health insurance.
- Flexible working schedule, just make sure you meet your monthly goals!
- 100% Remote working within Spain.
- Permanent contract from the start.
- Travel with Exoticca at reduced prices !!!
- Referral bonus, if you bring people as talented as you can earn a very nice bonus!
- Becoming part of a fun and motivated multicultural team at an agile and rapid growing organization where teamwork, drive, commitment, resilience and being customer-centric are the core values.
Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.