Senior Customer Experience Architect – Enterprise AI & Automation Solutions

About brighthush

brighthush is a trailblazing AI‑powered platform that transforms how the world’s largest brands deliver customer experience. By combining no‑code automation, advanced language models, and a robust integration ecosystem, we empower enterprises to scale agentic customer journeys across chat, email, voice, SMS, and in‑app channels. Our mission is to make AI deployment fast, cost‑effective, and compliant, so that every customer interaction feels seamless and human‑like.

Why Join brighthush?

• Impact at Scale – Work with Fortune 500 brands across multiple regions and verticals, shaping the future of customer engagement.
• Innovation Hub – Collaborate with world‑class data scientists, product managers, and engineers to push the boundaries of conversational AI.
• Career Growth – Lead high‑visibility projects, mentor junior architects, and influence product strategy.
• Culture of Excellence – We celebrate curiosity, ownership, and a relentless focus on customer success.
• Competitive Compensation – Base salary, performance bonuses, equity, and a comprehensive benefits package.

About the Role

As a Senior Customer Experience Architect at brighthush, you will be the technical steward for our most complex enterprise accounts. You will own the journey from signed deal to expanded, production‑grade value, ensuring that every AI agent deployment meets rigorous security, compliance, and scalability standards. Your expertise will guide the architecture, integration blueprint, adoption roadmap, and evidence of success that convinces C‑suite leaders of the tangible ROI.

Key Responsibilities

Account Architecture

• Design end‑to‑end agent architectures that span chat, email, voice, SMS, and in‑app channels, including decomposition, escalation, and human‑in‑the‑loop strategies.
• Create integration blueprints aligned with customers’ existing tech stacks (Salesforce, Zendesk, ServiceNow, telephony, identity, loyalty, payments, data platforms).
• Define guardrails, governance, and observability frameworks that enforce compliance, auditability, and risk mitigation.
• Set quality standards and sign off on architecture before production deployment.

Technical Success Planning

• Author and maintain Technical Success Plans that map current‑state to target‑state architectures, with sequenced roadmaps and success metrics.
• Collaborate with customers to define measurement models (containment, resolution rate, CSAT/DSAT, deflection economics, handle time, escalation quality, cost per resolution).
• Lead recurring technical business reviews with leadership, highlighting shipped features, business impact, next steps, and risk mitigation.

Adoption & Technical Expansion

• Own the expansion path for land‑and‑expand strategies: from chat to email to voice, employee‑facing channels, new intents, business lines, regions, and languages.
• Identify realistic expansion opportunities, size the work accurately, and hand qualified opportunities to the account team.
• Anticipate scalability challenges (peak‑event volume, policy changes, upstream migrations) and proactively incorporate them into the roadmap.

Trusted Technical Advisor

• Maintain primary technical relationships with senior stakeholders (VP/Head of Customer Experience, Director of Contact Center Technology, enterprise architects, security & compliance leaders, CIO).
• Advise on program components outside brighthush’s core offering (knowledge base quality, policy clarity, agent operating model, organizational readiness).
• Deliver hard technical news early and clearly, building credibility through accurate expectation‑setting.

Partner Co‑Delivery

• Define architecture and quality standards for SI delivery partners.
• Certify and enable partner delivery teams, scaling through them rather than absorbing all delivery work.
• Maintain quality sign‑off regardless of who executes the deployment.

Prescriptive Playbooks

• Contribute to vertical deployment blueprints (airlines, insurance, gaming, media) covering reference architecture, guardrail configuration, evaluation packs, and expansion paths.
• Transform successful account implementations into prescriptive onboarding and day‑2 playbooks for the entire organization.

Product Collaboration

• Translate field observations into quantified, pattern‑based product input.
• Serve as a named internal voice on enterprise requirements: security posture, deployment topology, model flexibility, auditability.

Escalation & Incident Response

• Lead technical escalations: quality regressions, integration failures, incidents during peak events.
• Drive root‑cause analysis with engineering and communicate findings to customers with precision and accountability.

Practice Leadership

• Mentor Customer Architects on architecture decisions, account strategy, and stakeholder management.
• Lead playbook and reference architecture development for core verticals, driving adoption across the portfolio.
• Take ownership of first‑of‑kind deployments (new channels, verticals, topologies) and codify learnings into standards.

Essential Qualifications

• 10+ years in customer‑facing technical roles (solutions architecture, technical account management, forward‑deployed engineering, implementation architecture, or technical consulting).
• Proven ownership of multiple concurrent Fortune 500 accounts spanning brands, regions, or business lines, with senior technical stakeholders and high‑stakes outcomes.
• Deep technical acumen: ability to read code and API documentation, reason about distributed systems, debug data flows, and engage confidently with a customer’s principal engineer.
• Working knowledge of LLM‑based systems (prompting, tool use, retrieval, evaluation, guardrails, failure modes) and judgment on when they are appropriate.
• Consultative mindset: build playbooks, not one‑off solutions.
• Comfort navigating conversations with both CIOs (business outcomes) and engineers (trace‑level behavior) without losing either audience.
• Bias toward documentation and clarity in ambiguous environments.
• Track record of mentoring or leading other architects or senior technical ICs, raising the standard of the work around them.

Preferred Qualifications

• Experience co‑delivering through SI partners, enabling delivery teams rather than executing all work directly.
• Background in CX, contact center, or conversational AI (CCaaS, CRM/ticketing ecosystems, IVR, voice, workforce management).
• Depth in a core vertical: airlines & travel, media & streaming, gaming & sports betting, financial services & insurance, or retail.
• Familiarity with enterprise security and compliance (SOC 2, HIPAA, GDPR, PCI, ISO 27001) without escalating to legal for every question.
• Experience designing evaluation frameworks or quality programs for non‑deterministic systems.

What We Offer

• Competitive Salary & Equity – Align your success with the company’s growth.
• Performance Bonuses – Reward exceptional impact on customer outcomes.
• Health & Wellness – Comprehensive medical, dental, vision, and mental health coverage.
• Professional Development – Access to conferences, certifications, and internal learning labs.
• Flexible Work – Hybrid or fully remote options with a focus on results, not hours.
• Inclusive Culture – Diversity, equity, and inclusion are core to our values; we celebrate differences and foster belonging.
• Community Impact – Participate in volunteer programs and sustainability initiatives.

How to Apply

If you’re ready to lead transformative AI deployments for world‑class brands, bring your expertise to brighthush, and shape the future of customer experience, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.