Senior Backend Engineer (AI Customer Experience)

About Exoticca Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet. We are a professional, dynamic, multicultural team in rapid international growth, seeking new 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 is first and foremost a problem solver. Someone who uses engineering — across backend, frontend, data, infrastructure, and AI — as a toolbox to solve real customer and business problems. This role sits at the heart of our Customer Service optimization team, where we build proactive and reactive solutions that improve the customer experience at scale. Our goal is to solve customer problems before they even arise, and when customers do reach out, to automate and simplify interactions through AI-powered self-service. Technology choices matter, but impact matters more. You’ll 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.