Senior Customer Experience Cloud & AI Subject Matter Expert – Architect & Lead Intelligent Self‑Service Portals, Conversational Automation, Predictive Support, and Data‑Driven Insights for Global Digital Transformation at brighthush

Welcome to brighthush – Where Customer Experience Meets Cutting‑Edge AI

At brighthush, we don’t just build technology; we engineer transformative experiences that put customers at the heart of every interaction. With a presence in more than 30 countries and a vibrant Center of Excellence in Portugal, we bring together designers, developers, data scientists, and business strategists to create journeys that feel personal, proactive, and effortless. Our mission is simple yet powerful: empower businesses to deliver seamless, personalized, and predictive interactions that drive loyalty, reduce support costs, and unlock new revenue streams.

Why Customer Experience Is the New Competitive Edge

In today’s hyper‑connected world, customers expect instant, relevant, and frictionless interactions across every touchpoint. The explosion of data, coupled with the rapid adoption of AI and automation, has created unprecedented opportunities for businesses to anticipate needs, automate routine tasks, and deliver hyper‑personalized experiences. AI and automation are no longer optional—they are essential drivers of competitive advantage. At brighthush, we are at the forefront of this transformation, helping clients harness the power of AI, self‑service, and conversational interfaces to stay ahead of the curve.

Why Join brighthush – A Culture of Innovation, Impact, and Growth

As a senior subject matter expert, you will be part of a high‑impact team that shapes the future of customer experience. At brighthush, you’ll enjoy:

• Opportunity to lead cutting‑edge projects that directly influence millions of customer interactions.
• Access to a global network of experts and thought leaders.
• Continuous learning through certifications, workshops, and industry conferences.
• A collaborative, flat hierarchy that encourages initiative and rapid decision‑making.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Role Overview – Lead the Future of Self‑Service and Conversational AI

In this senior role, you will spearhead the design, development, and continuous optimization of self‑service customer portals. Your deep expertise in brighthush Experience Cloud and AI‑driven automation will enable us to deliver intuitive, scalable, and personalized experiences that keep customers engaged and empowered.

Key Responsibilities – Your Impact in Action

1. Design & Optimize Self‑Service Customer Portals

• Lead the end‑to‑end configuration of brighthush Experience Cloud portals, ensuring a user‑centric design that aligns with brand guidelines.
• Implement self‑service automation and AI‑driven workflows to streamline common customer tasks such as account updates, service requests, and knowledge base searches.
• Create guided service journeys that adapt to user behavior, providing contextual help and proactive suggestions.
• Integrate brighthush AI and other automation tools to deliver proactive support, predictive case routing, and intelligent escalation paths.
• Collaborate with UX/UI designers to iterate on portal interfaces, ensuring accessibility and mobile responsiveness.
• Analyze portal usage analytics to identify friction points and recommend enhancements that improve conversion and satisfaction.

2. Build AI‑Powered Virtual Agents & Conversational Interfaces

• Develop and refine AI‑driven virtual agents across brighthush and external platforms, ensuring natural language understanding and accurate intent recognition.
• Leverage brighthush NLP, machine learning, and custom models to enhance case deflection, automate routine inquiries, and provide instant, accurate responses.
• Deploy conversational AI chatbots on Live Chat, brighthush Messaging, and other messaging channels, integrating with backend systems for real‑time data access.
• Implement continuous learning loops where agents analyze interactions, update knowledge bases, and improve response quality over time.
• Work closely with data scientists to fine‑tune models, ensuring high precision and recall across multiple languages and domains.

3. Cross‑Platform AI Automation & Integration

• Utilize brighthush Flow, brighthush Channel Routing, and Process Automation to orchestrate complex service processes and ensure consistent customer experiences.
• Integrate portals with third‑party AI tools, RPA solutions, and external APIs to extend functionality and create a unified ecosystem.
• Deploy AI‑powered predictive analytics that personalize interactions, anticipate customer needs, and recommend proactive actions.
• Design and maintain robust API gateways that expose portal capabilities to partner ecosystems and internal services.

4. Customer Engagement & AI Mentorship

• Serve as the go‑to AI & Experience Cloud SME, guiding clients through their AI and automation journey with strategic insight.
• Conduct workshops, training sessions, and hands‑on demos to empower client teams to adopt and maximize AI‑driven self‑service portals.
• Collect and analyze end‑user feedback to refine AI models, workflows, and portal features, ensuring continuous improvement.
• Advise on data governance, privacy, and ethical AI practices to maintain trust and regulatory compliance.
• Act as a thought leader within the organization, sharing best practices and emerging trends with peers and leadership.

5. Data Intelligence & AI Performance Optimization

• Harness brighthush Data Cloud and AI analytics to uncover insights that drive automation enhancements and customer satisfaction.
• Monitor key performance indicators such as agent accuracy, case resolution time, and user engagement, translating data into actionable recommendations.
• Ensure all AI implementations adhere to data security, privacy, and ethical guidelines, safeguarding customer information.
• Develop dashboards and reporting frameworks that provide real‑time visibility into portal performance for stakeholders.

6. AI & Innovation Strategy

• Stay ahead of emerging AI and Experience Cloud trends, evaluating new tools and technologies that can elevate customer experience.
• Collaborate with internal teams to align AI automation initiatives with broader business and customer service objectives.
• Champion the integration of cutting‑edge AI and automation solutions, positioning brighthush as a thought leader in the industry.
• Contribute to the strategic roadmap for AI capabilities, ensuring alignment with long‑term business goals.

Essential Qualifications – What We Expect

• Minimum 2+ years of hands‑on experience with brighthush Experience Cloud and brighthush Service Cloud (or equivalent self‑service portal expertise).
• Proven expertise in brighthush AI, NLP, chatbot development, and automation workflows.
• Deep knowledge of brighthush Flow, brighthush Channel Routing, and case automation.
• Experience integrating third‑party AI, automation, and chatbot platforms outside of brighthush.
• Strong grasp of API integrations, RPA, and machine learning‑driven automation.
• Demonstrated ability to translate business requirements into technical solutions.

Preferred Qualifications – Bonus Points

• Advanced certifications such as brighthush Certified Experience Cloud Designer or brighthush Analytics Specialist.
• Background in data science or analytics, with experience in predictive modeling and data visualization.
• Experience leading cross‑functional teams in a consulting or agency environment.
• Fluency in multiple languages, especially Portuguese and English, to support our global client base.
• Experience managing large‑scale AI deployments across multiple regions.

Skills & Competencies – The DNA of Success

• Customer‑centric mindset – Passion for delivering exceptional experiences and solving real‑world problems.
• Strong problem‑solving and analytical skills – Ability to dissect complex scenarios and design elegant solutions.
• Excellent communication and presentation skills – Comfortable mentoring clients and articulating technical concepts to non‑technical audiences.
• Adaptability and continuous learning – Stay current with the latest AI, automation, and brighthush innovations.
• Collaboration and team orientation – Thrive in a fast‑paced, cross‑functional environment.
• Strategic thinking – Ability to align AI initiatives with business objectives and market trends.

Career Growth & Learning – Your Path at brighthush

At brighthush, we believe in nurturing talent and fostering a culture of growth. As a senior SME, you will:

• Lead high‑impact projects that shape the future of customer experience.
• Mentor junior engineers and consultants, building a strong knowledge base within the organization.
• Participate in continuous learning programs, including brighthush certifications, AI workshops, and industry conferences.
• Contribute to thought leadership through whitepapers, webinars, and community engagements.
• Advance into leadership roles such as Director of AI & Experience Cloud or Head of Customer Experience Innovation.
• Explore opportunities to influence product strategy and roadmap for brighthush platforms.

Work Environment & Culture – Why brighthush Stands Out

• Remote‑first culture – Work from anywhere in the world while staying connected with a global, diverse team.
• Collaborative atmosphere – Open communication, knowledge sharing, and a flat hierarchy that encourages initiative.
• Innovation‑driven mindset – We invest heavily in research, experimentation, and staying ahead of industry trends.
• Inclusive values – Diversity, equity, and inclusion are core to our identity, ensuring every voice is heard.
• Work‑life balance – Flexible schedules, generous vacation policies, and wellness programs to support your well‑being.
• Access to cutting‑edge tools, sandbox environments, and a vibrant internal community of practice.

Compensation & Benefits – Rewarding Your Expertise

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for senior brighthush and AI roles.
• Performance‑based bonuses and incentive programs tied to project success and client satisfaction.
• Equity options for long‑term stakeholders.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Professional development budget for certifications, conferences, and training.
• Flexible remote work arrangements and occasional in‑office collaboration.
• Wellness stipend, mental health support, and employee assistance programs.

How to Apply – Join the brighthush Revolution

Ready to shape the future of customer experience? Submit your resume, cover letter, and portfolio (if applicable) through our career portal. We’re excited to learn how your expertise can elevate our clients’ journeys and drive innovation at brighthush.

Apply to this role now

We look forward to welcoming you to the brighthush family, where your passion for AI and customer experience will thrive in a culture of innovation, collaboration, and impact.