Senior Enterprise Customer Experience Architect – AI‑Powered Automation & Conversational Design Lead

About brighthush

brighthush is not just another technology company; we are the architects of tomorrow’s customer journeys. By fusing no‑code automation, state‑of‑the‑art large language models, and a tightly‑woven integration ecosystem, we empower Fortune 500 brands to deliver hyper‑personalized, seamless interactions across chat, email, voice, SMS, and in‑app channels. Our platform is engineered to scale, to stay compliant with the most stringent regulatory frameworks, and to evolve at the speed of business. Every deployment is a partnership, every interaction a chance to transform a customer’s perception of a brand.

Why brighthush is the Place to Accelerate Your Career

• Impact at Scale – Shape the future of customer engagement for global leaders across finance, travel, media, and retail.
• Innovation Hub – Work side‑by‑side with world‑class data scientists, product managers, and engineers to push the boundaries of conversational AI.
• Career Growth – Own high‑visibility projects, mentor the next generation of architects, and influence product strategy from the boardroom to the codebase.
• Culture of Excellence – We celebrate curiosity, ownership, and a relentless focus on customer success. Your ideas are not just heard—they are implemented.
• Competitive Compensation – Base salary, performance bonuses, equity, and a comprehensive benefits package that rewards your impact.

Role Overview

As a Senior Enterprise Customer Experience Architect at brighthush, you will be the technical steward for our most complex, high‑value accounts. From the moment a deal is signed to the moment the solution is fully operational and delivering measurable ROI, you will own the journey. Your responsibilities span architecture design, integration strategy, adoption planning, and continuous improvement, all while ensuring the highest standards of security, compliance, and scalability.

Key Responsibilities

Account Architecture & Design

• Design end‑to‑end agent architectures that span chat, email, voice, SMS, and in‑app channels, incorporating decomposition, escalation, and human‑in‑the‑loop strategies.
• Translate customer business requirements into robust integration blueprints that align with existing tech stacks such as Salesforce, Zendesk, ServiceNow, telephony, identity, loyalty, payments, and data platforms.
• Define guardrails, governance, and observability frameworks that enforce compliance, auditability, and risk mitigation across all touchpoints.
• Set quality standards and sign off on architecture before production deployment, ensuring alignment with both customer expectations and brighthush’s internal best practices.

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 & Reference Architecture

• 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 & Feedback Loop

• 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 & Mentorship

• 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.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Internal learning labs focused on the latest AI research, cloud architecture, and security best practices.
• Industry conferences and certifications, with sponsorship for travel and registration.
• Cross‑functional mentorship programs pairing you with senior leaders in product, engineering, and data science.
• Leadership training that hones your ability to influence C‑suite executives and drive enterprise‑wide change.

Work Environment & Culture

Our culture is built on curiosity, ownership, and a relentless focus on customer success. We celebrate diversity, foster belonging, and encourage every team member to bring their authentic self to work. Whether you thrive in a fully remote setting or prefer a hybrid model, we prioritize results over hours. Our teams collaborate across time zones, using asynchronous communication tools and regular virtual town halls to keep everyone aligned.

Compensation & Benefits

• 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 are 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.