Senior Software Engineer (Customer Service)

Exoticca·Remote(Spain)
Software Development
Excel

WFA Digital Insight

As the demand for skilled software engineers continues to rise, with a 25% increase in job postings in the travel industry, Exoticca is leading the way in revolutionizing customer experience through technology. With a strong focus on problem-solving and AI-driven solutions, this role is perfect for those who thrive in a dynamic, multicultural environment. With over 70% of companies now adopting AI, the skills required for this role are in high demand. Before applying, candidates should be aware of the company's commitment to creating life milestones and its rapid international growth, and be prepared to demonstrate their expertise in software engineering, AI, and customer experience.

Job Description

About the Role

The Senior Software Engineer role at Exoticca is a unique opportunity to join a pioneering online travel agency that is changing the way people experience travel. As a problem solver, you will be responsible for building proactive and reactive solutions that improve the customer experience at scale. You will be part of a dynamic, multicultural team that values initiative, ownership, and impact over titles and silos.

The role sits at the heart of the Customer Service optimization team, where you will work closely with the team to refine problems before writing code. You will use data to validate assumptions, measure impact, and continuously improve solutions. You will also actively participate in shaping product decisions, not just implementing tickets.

Exoticca is committed to delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both customers and the planet. As a Senior Software Engineer, you will be responsible for building features that anticipate customer needs and remove friction before questions arise.

What You Will Do

  • Build features that anticipate customer needs and remove friction before questions arise
  • Design systems that reduce uncertainty and increase trust through smart automation and clear user experience
  • 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
  • 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
  • Collaborate with cross-functional teams to deliver solutions that meet customer needs
  • Stay up-to-date with the latest technologies and trends in software engineering and AI

What We Are Looking For

  • 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

Nice to Have

  • Experience with PHP, C#, React, React Native, and modern AI tooling
  • Knowledge of cloud-based technologies such as AWS or Azure
  • Experience with containerization using Docker
  • Familiarity with agile development methodologies such as Scrum or Kanban

Benefits and Perks

  • Opportunity to work with a pioneering online travel agency that is changing the way people experience travel
  • Collaborative, dynamic, and multicultural work environment
  • Flexible working hours and remote work options
  • Access to the latest technologies and tools
  • Professional development opportunities and training
  • Competitive compensation package
  • Health and wellness programs
  • Recognition and reward programs
  • Opportunities for career growth and advancement

How to Stand Out

  • Be prepared to demonstrate your problem-solving skills and experience with AI-driven solutions
  • Show a portfolio of your work that highlights your expertise in software engineering and customer experience
  • Research the company's technology stack and be prepared to discuss your experience with similar technologies
  • Be ready to discuss your experience with agile development methodologies and collaborative work environments
  • Don't be afraid to ask questions about the company culture and values during the interview process
  • Highlight your ability to work independently and as part of a team, and your willingness to learn and adapt to new technologies and trends
  • Be prepared to discuss your experience with data-driven decision making and your ability to measure the impact of your solutions

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