Senior Full‑Stack Software Engineer – AI‑Powered Customer Support Solutions Architect

About brighthush

brighthush is a trailblazing technology company that is redefining how Communication Service Providers (CSPs) deliver customer service. By building a next‑generation operating system that unifies billing, operations, automation, and AI, we empower telcos to provide faster, more consistent, and cost‑effective support across voice, chat, and email. Our culture is built on transparency, autonomy, and a relentless focus on building products that solve real customer problems.

Why Join brighthush?

At brighthush, you’ll be part of a small, high‑impact squad that is creating the first turnkey AI agent platform for telcos. You’ll help CSPs deploy production‑ready agents that understand their business, handle real customer interactions, and continuously improve with minimal effort. The work is fast‑paced, highly collaborative, and offers the chance to shape the future of AI‑driven customer support.

Key Responsibilities

• Build the core AI agent runtime – design and implement the backbone that powers conversations across voice, chat, and email in multiple languages, integrating real‑time access to brighthush’s APIs for account lookups, billing, plan changes, and more.
• Design the agent configuration experience – create intuitive interfaces that allow CSPs to customize agent behavior, tone, escalation rules, and business logic for their unique needs.
• Develop quality and observability tooling – build dashboards, conversation analytics, and automated evaluation systems that help CSPs understand agent performance and identify improvement opportunities.
• Implement continuous improvement loops – design systems that analyze real customer interactions, surface gaps, suggest enhancements, and validate changes before deployment.
• Integrate with omnichannel infrastructure – connect the agent to voice (telephony/IVR), live chat, email, and SMS so customers can reach the agent wherever they are.
• Establish guardrails and safety layers – ensure the agent stays within approved boundaries, escalates appropriately, and never performs unauthorized actions on customer accounts.
• Contribute to evaluation and testing frameworks – develop automated conversation simulations, regression testing, and A/B testing infrastructure for agent behavior.

Essential Qualifications

• Hands‑on experience with LLMs, prompt engineering, and AI agent design – you’ve built agentic systems that take real actions.
• Strong intuition for AI product design – you think about failure modes, edge cases, and user trust.
• Proven experience building with coding agents (Claude Code, Codex, etc.).
• Self‑driven exploration of AI tools, frameworks, and patterns – side projects, open‑source contributions, or experimentation with new models.
• Minimum 5 years of TypeScript experience.
• Solid background in DevOps and cloud infrastructure.
• Experience with React and Node.js.
• Natural drive to turn ambitious ideas into reality.
• Team player with impeccable work ethic.

Nice‑to‑Have Skills

• Experience building voice AI or telephony integrations (IVR, SIP, WebRTC, Twilio, Vonage).
• Background in conversation design – structuring multi‑turn dialogues, managing context, and designing escalation flows.
• Familiarity with customer service operations or CSR workflows.
• Interest in AI agent evaluations – hands‑on experience designing or running evals.
• Experience with GraphQL.
• Experience designing serverless systems.
• Interest or expertise in functional programming.

What You’ll Gain

Working at brighthush means you’ll be at the forefront of AI‑powered customer support, shaping products that will be used by thousands of telcos worldwide. You’ll have the opportunity to:

• Lead the design and implementation of cutting‑edge AI systems.
• Collaborate with product managers, data scientists, and customer success teams to iterate quickly.
• Participate in hackathons, internal workshops, and external conferences to stay ahead of industry trends.
• Mentor junior engineers and contribute to a culture of continuous learning.
• Own a portfolio of features that directly impact millions of customer interactions.

Work Environment & Culture

brighthush is a fully remote, 100% remote company that values flexibility, autonomy, and results. Our team is distributed across North America, Europe, and Asia, and we operate on a flexible schedule that respects work‑life balance. We foster an inclusive environment where diverse perspectives are celebrated, and every team member has a voice in shaping our product and culture.

Compensation & Benefits

We offer a competitive salary range of $120,000–$200,000 per year, commensurate with experience and skill set. In addition to base pay, you’ll receive:

• Flexible 25 days of vacation.
• Group insurance and Apply for this job