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 Backend Engineer who loves solving real customer problems. You will use engineering with a strong backend foundation and modern AI tooling to build solutions that make our customers experience smoother and our Customer Service operation smarter. Help us build and grow the AI-powered chatbot and voicebot solutions that power self-service for our customers. This is the heart of what our team does today, and where you will make an immediate impact. You’ll also have a chance to contribute to the wider set of Customer Service initiatives we work on: proactive features that anticipate customer needs, automation of trip-related flows, and other projects that improve the experience at scale.  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.