Senior Multilingual AI & Customer Experience Strategist – Spearheading Global CX Innovation, AI‑Powered Support, and Multilingual Engagement at brighthush

About brighthush

In an era where every digital touchpoint is an opportunity to forge lasting loyalty, brighthush is redefining what it means to deliver customer support that feels personal, intelligent, and culturally attuned. We fuse cutting‑edge artificial intelligence, natural language processing, and human‑centric design to empower brands worldwide to provide consistent, high‑quality service across every channel—whether that’s a chatbot on a website, a voice assistant on a mobile app, or an automated ticket routing system that slashes resolution time by 30% or more.

Our global footprint spans the Middle East, Asia, Europe, and North America, and we partner with Fortune 500 enterprises, high‑growth startups, and everything in between. Clients trust us to transform their support function into a strategic advantage, leveraging language intelligence, machine learning, and data‑driven insights to unlock new levels of engagement and loyalty. At brighthush, curiosity, collaboration, and a relentless pursuit of excellence are not just buzzwords—they’re the engine that fuels our innovation and drives our success.

Role Overview

We are looking for a dynamic Senior Multilingual AI & Customer Experience Strategist to join our CX Engineering team. In this pivotal role, you will serve as the bridge between our AI technology stack and frontline customer support operations. You will design, implement, and continuously optimize AI‑driven solutions that elevate the quality, speed, and personalization of our clients’ customer journeys. Your multilingual expertise will ensure that every interaction resonates across cultures and languages, delivering consistent, high‑impact support worldwide.

As a key member of the team, you will collaborate with product managers, data scientists, regional support leads, and external partners to align AI initiatives with business goals and regional market nuances. Your work will directly influence customer satisfaction scores, first‑contact resolution rates, and operational efficiency—metrics that matter to our clients and to brighthush’s growth trajectory.

Key Responsibilities

• AI Solution Architecture & Deployment: Design, develop, and deploy AI models—including NLP, intent recognition, sentiment analysis, and contextual understanding—that power chatbots, virtual assistants, and automated ticket routing across multiple languages.
• Lead end‑to‑end model lifecycle from data ingestion to production deployment.
• Collaborate with DevOps to establish CI/CD pipelines for rapid iteration.
• Ensure models are scalable, maintainable, and compliant with data governance standards.
• Multilingual CX Strategy: Lead the creation of language‑specific support flows, ensuring accurate translation, cultural relevance, and compliance with local regulations such as GDPR, UAE Personal Data Protection Law, and other regional data protection frameworks.
• Map customer journeys for each target language and region.
• Work with localization experts to adapt tone, style, and terminology.
• Validate compliance through regular audits and stakeholder reviews.
• Customer Experience Optimization: Analyze customer interaction data to identify pain points, propose enhancements, and measure the impact of AI interventions on CSAT, NPS, first‑contact resolution, and cost per ticket.
• Build dashboards that surface actionable insights for support teams.
• Run A/B tests to validate new AI features and conversational flows.
• Translate findings into product backlog items and roadmap priorities.
• Stakeholder Collaboration: Partner with product managers, data scientists, regional support leads, and external vendors to align AI initiatives with business goals, product roadmaps, and regional market nuances.
• Facilitate cross‑functional workshops to surface requirements.
• Translate technical constraints into business‑friendly narratives.
• Maintain transparent communication channels across distributed teams.
• Continuous Improvement & Training: Curate training datasets, supervise model fine‑tuning, and implement feedback loops that refine AI accuracy over time, ensuring models adapt to evolving language use and customer expectations.
• Establish data pipelines for real‑time feedback ingestion.
• Coordinate with support agents to capture edge cases.
• Document best practices for future model iterations.
• Quality Assurance & Compliance: Ensure all AI solutions meet data privacy standards, accessibility guidelines, and internal quality benchmarks, conducting regular audits and risk assessments.
• Implement automated testing suites for model performance.
• Maintain audit logs for regulatory traceability.
• Collaborate with legal to stay ahead of evolving AI ethics frameworks.
• Knowledge Sharing & Mentorship: Conduct workshops, knowledge transfer sessions, and one‑on‑one coaching for support teams and junior AI specialists, fostering a culture of continuous learning.
• Develop learning modules on NLP fundamentals and best practices.
• Provide mentorship to emerging talent within the CX Engineering squad.
• Encourage peer‑review sessions to elevate code quality.
• Performance Reporting: Build dashboards and KPI reports that track AI performance, customer satisfaction, and operational efficiency, presenting insights to senior leadership and stakeholders.
• Automate reporting pipelines for real‑time visibility.
• Translate data into compelling narratives for executive briefings.
• Recommend data‑driven initiatives to improve ROI.

Essential Qualifications

• 2–5 years of professional experience in customer support, client care, or CX operations, preferably in a technology‑driven environment.
• Proven track record of implementing AI or automation solutions in a customer‑facing context, with demonstrable impact on key metrics.
• Fluency in at least three languages (English mandatory; Arabic, French, German, or Spanish preferred). Demonstrated ability to translate technical concepts into culturally relevant support content.
• Strong analytical skills with experience in data analysis tools such as SQL, Python, or R, and familiarity with data visualization platforms.
• Hands‑on experience with NLP frameworks and model deployment pipelines.
• Excellent communication skills, both written and verbal, with the ability to translate technical concepts for non‑technical stakeholders.
• Self‑motivated, detail‑oriented, and comfortable working in a fast‑paced, remote environment that requires proactive problem‑solving.

Preferred Qualifications

• Advanced degree (MSc/PhD) in Computer Science, Linguistics, Data Science, or a related field.
• Experience with cloud AI services and containerization technologies.
• Knowledge of regulatory frameworks governing AI ethics, data protection, and accessibility standards.
• Previous experience in the Middle East market, especially in the UAE or Dubai, with an understanding of local customer expectations and regulatory landscape.
• Project management certification (PMP, ScrumMaster) or proven experience leading cross‑functional teams through complex AI initiatives.

Skills & Competencies

• Technical Proficiency: NLP, machine learning pipelines, API integration, version control (Git), CI/CD practices, and cloud deployment.
• Language & Cultural Insight: Deep understanding of linguistic nuances and cultural contexts that influence customer interactions, enabling the creation of truly localized support experiences.
• Customer‑Centric Mindset: Passion for solving real‑world customer problems and improving satisfaction metrics through data‑driven insights.
• Strategic Vision: Ability to translate business objectives into actionable AI initiatives that drive measurable impact.
• Collaboration & Influence: Skilled at building consensus across product, engineering, and regional teams, and at communicating complex ideas in a clear, persuasive manner.
• Adaptability & Continuous Learning: Comfortable navigating ambiguity, rapidly iterating on solutions, and staying ahead of emerging AI trends.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the technology you’ll work with. You’ll have the chance to:

• Lead cross‑regional AI initiatives that shape the future of global customer experience.
• Mentor junior engineers and support specialists, building a high‑performing team.
• Participate in industry conferences, hackathons, and thought‑leadership panels.
• Access continuous learning resources, including certifications in AI, NLP, and project management.
• Progress into senior leadership roles such as Head of CX Engineering or Director of AI Strategy.

Work Environment & Culture

Our culture is built on transparency, innovation, and inclusivity. We offer:

• Fully remote work with flexible hours to support work‑life balance.
• A collaborative, cross‑functional environment where ideas are valued and experimentation is encouraged.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Access to cutting‑edge tools and a generous budget for professional development.

Compensation & Benefits

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

• Base salary aligned with industry standards for senior AI and CX roles.
• Performance‑based bonuses tied to project outcomes and company growth.Apply for this job