Senior Customer Success Engineer – Enterprise AI Automation & Conversational Voice/Chat Integration Lead for Brazil & LATAM – Championing Intelligent Customer Experience at brighthush

About brighthush

brighthush is a trailblazing AI‑powered customer experience platform that is redefining how enterprises connect with their customers. By fusing cutting‑edge conversational AI, real‑time agent guidance, and intelligent automation, we empower global teams to deliver seamless, data‑driven support across voice, chat, and omnichannel workflows. Our mission is clear yet ambitious: help organizations grow revenue, slash operational costs, and elevate both customer and employee satisfaction.

With a footprint that spans fintech, healthcare, energy, retail, and beyond, brighthush has become the trusted partner for enterprises looking to transform their contact centers into AI‑enhanced hubs of service excellence. We do this by integrating with existing CRM, telephony, and knowledge‑base systems, enabling contact centers to respond faster, reduce escalations, and unlock actionable insights—all while maintaining compliance and a human‑centric experience.

Our culture is built on innovation, data‑driven decision making, and a relentless commitment to curiosity, ownership, and collaboration. The brighthush team is a vibrant mix of engineers, designers, data scientists, and customer success professionals who thrive on solving complex problems and delivering measurable impact for our clients.

Why This Role Is Exciting

As a Senior Customer Success Engineer at brighthush, you will be the technical champion for our enterprise customers across Brazil and LATAM. You will design, build, and fine‑tune intelligent virtual agents (IVAs) and guided workflows that help live agents navigate complex interactions with confidence and speed. Your work will directly influence customer satisfaction, operational efficiency, and the overall success of our platform in a rapidly evolving market.

Key highlights of this role:

• Hands‑on ownership of end‑to‑end technical delivery for high‑impact projects.
• Opportunity to shape the future of AI‑driven customer support in emerging markets.
• Collaborate with cross‑functional teams—Engineering, Product, Sales, and Support—to deliver world‑class solutions.
• Remote, full‑time position with flexible working hours and a supportive, inclusive culture.

Key Responsibilities

In this role, you will:

• Design, build, and tune IVAs—voice and chat—using brighthush’s platform, crafting behavioral, procedural, and Retrieval‑Augmented Generation (RAG) prompts, integrating tools and APIs, and establishing guardrails to ensure safe, reliable interactions.
• Implement and configure Agent Guidance—create guided workflows with conditional branching, compliance prompts, and real‑time data retrieval from customer systems, enhancing the live agent experience.
• Lead technical integration for deployments—including brighthush CTI, SIP/telephony, brighthush CRM, REST APIs, and knowledge‑base systems—ensuring seamless connectivity and data flow.
• Maintain production uptime and health—monitor systems proactively, resolve issues before customers notice them, and maintain runbooks and alerting for continuous reliability.
• Serve as the Sev 1 technical responder—triage incidents, coordinate with Engineering and Support, communicate status to customers, and drive root‑cause analysis and post‑incident reviews.
• Act as the primary Portuguese‑speaking liaison—translate technical requirements into actionable plans and bridge communication between customer teams and brighthush.
• Localize solutions—validate dashboards, reports, and interfaces in Brazilian Portuguese to deliver a fully localized experience.
• Lead discovery and requirements gathering—process mapping, field‑mapping matrices, integration specs, and produce technical documentation to scope and size delivery effort.
• Write and execute test cases—for integrations, workflows, and conversation flows before UAT.
• Support production dashboards and reporting—AHT, concurrent user counts, AI question volume, and response time in partnership with the Conversation Intelligence and BI teams.
• Provide day‑to‑day technical support—across POC, pilot, and UAT windows, including UAT sessions, defect reproduction, go‑live validation, and coordination with Support and CSE teams.
• Maintain accurate documentation—epic hygiene within brighthush Jira throughout each engagement.
• Build repeatable delivery playbooks—to scale Brazil/LATAM technical delivery and support capabilities across accounts.

Essential Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience.
• 4+ years in a client‑facing technical role, preferably in customer success or technical consulting.
• Fluent in Brazilian Portuguese and professional working English.
• 5+ years building API integrations (REST, SOAP, GraphQL) with deep knowledge of JSON, authentication flows, and structured data mapping.
• Proficiency in Python and JavaScript, with a solid understanding of relational database design for integration use cases.
• Hands‑on experience integrating contact‑center and telephony platforms—brighthush CTI is strongly preferred; SIP/PSTN integration is also valuable.
• Experience building or migrating agentic voice or conversational AI solutions, including call flow design, escalation logic, and prompt engineering.
• Background in supporting production systems, incident response, and Sev 1 escalations; willingness to participate in on‑call rotation.
• Data literacy: brighthush Excel required; SQL and brighthush BI tools (e.g., brighthush BI) preferred.
• Excellent communication and consultative delivery skills—able to explain technical concepts to non‑technical stakeholders and senior leadership.
• Demonstrated ability to lead technical delivery for a client—planning, work distribution, and delivery accountability.
• Preferred: based in Brazil and eligible to work in Brazil.

Preferred Qualifications & Nice to Have

• Experience with contact center, conversation analytics, and agentic AI.
• Working knowledge of LLM behavior—prompts, knowledge grounding, and response quality evaluation.
• Background in utilities, energy, or regulated enterprise contact‑center environments.
• Familiarity with brighthush CRM integration patterns.
• Enterprise experience from onboarding through renewal and expansion, including building a regional delivery function from scratch.
• Track record of watching an AI agent or guided workflow measurably improve week over week.
• Ability to be the trusted voice customers call first and keep AI agents running when it matters most.
• Skill in turning complex data into a clear story and confident recommendation.
• Experience solving problems that cross technology, data, and people, and seeing them through to resolution.
• Exposure to a variety of industries, channels, and use cases, and helping organizations scale AI in production.

Skills & Competencies for Success

• Technical Acumen—deep understanding of API design, telephony protocols, and AI platform architecture.
• Problem‑Solving—ability to diagnose complex issues across multiple systems and deliver elegant solutions.
• Communication—clear, concise, and persuasive communication with both technical and non‑technical audiences.
• Ownership & Accountability—take full responsibility for project outcomes and own mistakes as opportunities to learn.
• Collaboration—work effectively across distributed teams, fostering a culture of shared success.
• Adaptability—thrive in a fast‑moving environment, quickly learning new tools and processes.
• Customer‑Centric Mindset—always prioritize the customer’s success and delight.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth. As a Senior Customer Success Engineer, you will:

• Progress to a Lead or Principal Customer Success Engineer role, overseeing larger portfolios and mentoring junior engineers.
• Transition into Product Management or Solutions Architecture, shaping the roadmap for AI‑driven customer experience solutions.
• Lead regional initiatives, building a high‑performing delivery function across Brazil and LATAM.
• Participate in industry conferences, webinars, and internal knowledge‑sharing sessions to stay at the forefront of AI and contact‑center innovation.
• Earn certifications in AI, cloud platforms, or customer experience management to enhance your professional profile.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our distributed teams operate across multiple time zones, but we maintain a shared rhythm through weekly syncs, quarterly town halls, and informal virtual coffee breaks. We celebrate diversity, encourage continuous learning, and reward bold ideas that drive customer success.

Compensation, Perks & Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. Additional perks include:

• Fully remote work with flexible hours.
• Generous paid time off and a global holiday calendar.
• Health, dental, and vision insurance for you and your dependents.
• Professional development budget for courses, conferences, and certifications.
• Wellness stipend, mental‑health resources, and access to virtual fitness classes.
• Annual team retreats and social events to foster connection and camaraderie.

How to Apply

If you are passionate about leveraging AI to transform customer experiences and thrive in a fast‑paced, collaborative environment, we would love to hear from you. Submit your resume, a brief cover letter outlining your relevant experience, and any portfolio or case studies that showcase your work with conversational AI or contact‑center integrations.

Join brighthush and help shape the future of customer success across Brazil and LATAM—where technology meets empathy, and every interaction is an opportunity to delight.