Senior Customer Engineer – Voice & AI‑Powered Customer Experience Platform Architect & Technical Integration Lead for Enterprise‑Scale Solutions at brighthush

About brighthush

brighthush is not just a software‑as‑a‑service (SaaS) provider; it is the vanguard of AI‑driven customer experience, redefining how global enterprises converse with their customers across voice, email, and web channels. By automating more than 80 % of routine interactions, brighthush empowers its partners to slash support costs, eliminate legacy tool stacks, and deliver human‑like, lightning‑fast service at scale. Our culture is built on relentless innovation, data‑centric decision making, and an unwavering focus on customer delight. Whether you are a seasoned engineer or a passionate newcomer, you’ll find a place at brighthush where your expertise fuels real‑world impact and your growth is supported by continuous learning and mentorship.

Why This Role Matters

As a Senior Customer Engineer, you become the technical bridge between our cutting‑edge platform and the enterprises that rely on it. You’ll translate complex business requirements into robust, scalable solutions, ensuring that our voice and AI capabilities deliver flawless experiences for millions of users worldwide. Your work will directly influence product roadmap decisions, customer satisfaction scores, and the overall success of our platform in a highly competitive market.

Key Responsibilities

• Client Onboarding & Integration: Lead the technical onboarding of enterprise clients, designing and implementing end‑to‑end integrations across voice, email, and web channels.
• Solution Architecture: Architect scalable, secure, and high‑performance solutions that meet client specifications while adhering to brighthush’s best practices.
• Technical Support & Troubleshooting: Provide first‑line support for complex technical issues, diagnosing root causes and delivering timely resolutions.
• Collaboration with Product & Engineering: Partner with product managers and engineers to refine feature requirements, provide feedback on usability, and influence future platform enhancements.
• Documentation & Knowledge Sharing: Create detailed technical documentation, integration guides, and knowledge base articles to empower clients and internal teams.
• Performance Optimization: Monitor system performance, identify bottlenecks, and implement optimizations to ensure low latency and high availability.
• Security & Compliance: Ensure all integrations comply with industry standards (GDPR, SOC 2, ISO 27001) and implement best‑practice security measures.
• Mentorship: Coach junior engineers and support staff, fostering a culture of continuous improvement and technical excellence.

Essential Qualifications

• 5+ years of experience in customer engineering, solutions architecture, or a related technical role within enterprise software.
• Proven track record of designing and deploying voice and AI‑driven customer experience solutions.
• Strong proficiency in programming languages such as Python, Java, or Node.js, and experience with RESTful APIs, WebSockets, and gRPC.
• Hands‑on experience with cloud platforms (AWS, Azure, or GCP) and container orchestration (Docker, Kubernetes).
• Deep understanding of voice technologies (IVR, speech‑to‑text, text‑to‑speech) and AI/ML pipelines.
• Excellent communication skills, capable of translating technical concepts to non‑technical stakeholders.
• Experience with CI/CD pipelines, automated testing, and DevOps practices.
• Strong problem‑solving mindset and a passion for delivering high‑quality, customer‑centric solutions.

Preferred Qualifications

• Experience working with large‑scale, multi‑tenant SaaS platforms.
• Knowledge of compliance frameworks such as GDPR, SOC 2, and ISO 27001.
• Familiarity with AI/ML model deployment and monitoring.
• Background in data analytics or experience with data‑driven decision making.
• Previous involvement in product roadmap planning or feature prioritization.

Core Skills & Competencies

• Technical Leadership: Ability to guide teams through complex technical challenges and make informed architectural decisions.
• Customer‑Centric Mindset: Deep empathy for client needs and a drive to exceed expectations.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Collaboration: Works seamlessly with cross‑functional teams, including product, engineering, sales, and support.
• Continuous Learning: Keeps up with emerging technologies and industry trends, applying new knowledge to improve solutions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by the impact you create and the knowledge you acquire. We offer:

• Structured mentorship programs pairing you with senior leaders.
• Access to industry conferences, workshops, and advanced training courses.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear promotion paths from Senior Engineer to Lead Architect or Technical Manager.
• Internal hackathons and innovation challenges to experiment with new ideas.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a shared commitment to customer success. Our culture encourages:

• Open communication across all levels, with regular town‑hall meetings and feedback loops.
• Flexibility in work arrangements, including remote work options and flexible hours.
• A focus on work‑life balance, with generous vacation policies and mental health resources.
• Inclusive hiring practices and a diverse workforce that reflects the communities we serve.
• Community outreach initiatives, such as volunteer days and partnerships with local nonprofits.

Compensation, Perks, & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior engineering roles.
• Performance‑based bonuses and equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Unlimited paid time off and a generous parental leave policy.
• Continuous learning stipend for courses, certifications, and conferences.
• Wellness programs, including gym memberships and mental health support.

How to Apply

If you’re ready to shape the future of customer experience and drive transformative change for enterprise clients, we’d love to hear from you. Submit your application through the link below and join a team that values innovation, collaboration, and customer success.

Apply for this job

Join brighthush Today

At brighthush, you’ll find a place where your technical expertise meets a passion for customer delight. Together, we’ll build the next generation of AI‑powered customer experience solutions that empower enterprises worldwide. If you’re driven, curious, and ready to make a tangible impact, apply now and become part of our dynamic, forward‑thinking team.