Senior Principal Customer Architect – Enterprise AI Customer Experience Design, Deployment Leadership & Strategic Architecture at brighthush

About brighthush

brighthush is the vanguard of agentic AI, redefining how global enterprises orchestrate customer interactions across every touchpoint. Our no‑code, end‑to‑end platform empowers organizations to deploy intelligent, autonomous agents that seamlessly blend chat, email, voice, SMS, and in‑app channels. By unifying these disparate streams under a single, coherent management layer, brighthush delivers unmatched scalability, speed, and quality, while dramatically reducing total cost of ownership.

We partner with the world’s most demanding brands—spanning regulated industries, high‑stakes environments, and peak‑event traffic—to drive operational efficiency, slash costs, and elevate customer satisfaction. Our platform is trusted by Fortune 500 leaders to orchestrate agentic automation at scale, from first‑time interactions to complex, multi‑channel journeys.

Backed by visionary leadership, cutting‑edge technology, and a relentless focus on customer success, brighthush sits at the forefront of the AI revolution, helping enterprises deliver smarter, faster, and more reliable customer journeys.

Role Overview

As the Senior Principal Customer Architect, you will be the senior-most technical steward within brighthush’s Customer Engineering organization. Your mandate is to own the technical vision and execution for our most critical accounts—first‑of‑kind deployments, peak‑event scale, and regulated environments. You will define the architecture, governance, and quality standards that shape the entire Customer Architect function, ensuring every deployment is prescriptive, repeatable, and scalable.

In this capacity, you will translate high‑level business outcomes into robust, defensible architectures that can be replicated across the organization. Your influence will extend from day‑one design reviews to long‑term product strategy, positioning you as a key advisor to executive leadership, product, and engineering teams.

Key Responsibilities

Account Architecture

• Design end‑to‑end agent architectures that span all customer journeys and channels—including chat, email, voice, SMS, and in‑app—while balancing autonomous and human‑in‑the‑loop modes.
• Develop integration blueprints that map to the customer’s existing stack, covering CRM, ticketing, telephony, identity, loyalty, reservations, order, payments, and data platforms.
• Define guardrails, governance, and observability frameworks that enforce compliance, auditability, and risk controls, ensuring that the customer’s compliance and risk teams have full visibility.
• Own the architecture and governance standards that the Agentic Deployment team executes against, and provide final quality sign‑off before any solution reaches production.

Technical Success Planning

• Author and maintain a Technical Success Plan for each account, detailing current‑state architecture, target‑state vision, a sequenced roadmap, and success metrics at every stage.
• Collaborate with customers to define a measurement model that includes containment, resolution rate, CSAT/DSAT, deflection economics, handle time, escalation quality, and cost per resolution.
• Lead recurring technical business reviews with customer leadership, highlighting shipped features, business impact, next steps, and risk mitigation.

Adoption & Technical Expansion

• Own the technical expansion path for land‑and‑expand strategies—scaling from chat to email, voice, employee‑facing, new intents, business lines, regions, and languages.
• Identify realistic expansion opportunities based on technical feasibility, size the work accurately, and hand qualified opportunities to the account team.
• Anticipate and mitigate risks associated with peak‑event volume, new policy regimes, and upstream system migrations, proactively incorporating them into the roadmap.

Trusted Technical Advisor

• Maintain the primary technical relationship with senior stakeholders, including VPs, Directors, enterprise architects, security and compliance leaders, and often the CIO.
• Advise on program components outside of brighthush’s direct ownership—knowledge base quality, policy clarity, agent operating models, and organizational readiness—recognizing that agent performance depends on the entire ecosystem.
• Deliver hard technical news early and transparently, building credibility through accurate expectation‑setting rather than optimism.

Partner Co‑Delivery

• Define the architecture and quality standards that system integrators and delivery partners must adhere to.
• Certify and enable partner delivery teams, scaling deployment capacity without compromising quality.
• Maintain final quality sign‑off regardless of who executes the deployment.

Prescriptive Playbooks

• Contribute to vertical deployment blueprints for industries such as airlines, insurance, gaming, media, and more, covering reference architecture, guardrail configuration, evaluation packs, and expansion paths.
• Transform successful patterns from individual accounts into organization‑wide onboarding and day‑2 playbooks.

Product Collaboration

• Translate field observations into specific, evidence‑based product enhancements—quantified, not anecdotal.
• Serve as a named internal voice on enterprise requirements, including security posture, deployment topology, model flexibility, and auditability.

Escalation & Incident Response

• Lead the technical side of escalations, addressing quality regressions, integration failures, and incidents during peak events.
• Drive root‑cause analysis with engineering, communicating findings to customers with precision and appropriate accountability.

Function‑Level Technical Leadership

• Define and own architecture, governance, and quality standards for the Customer Architect function, including reference architectures, guardrail patterns, evaluation frameworks, and sign‑off criteria.
• Own the hardest technical problems across the portfolio—first‑of‑kind deployments, peak‑event scale, novel compliance regimes—and convert solutions into function‑wide standards.
• Mentor senior and staff‑level Customer Architects, serving as the escalation point for architecture decisions across accounts.
• Represent Customer Engineering’s technical position to executive leadership, product, and engineering, shaping platform direction based on aggregate field evidence.

Essential Qualifications

• 12+ years of experience in customer‑facing technical roles—solutions architecture, technical account management, forward‑deployed engineering, implementation architecture, or technical consulting—demonstrating sustained ownership of post‑sales technical outcomes.
• Recognized technical authority at prior organizations, serving as the escalation point for complex enterprise accounts at Fortune 500 scale.
• Deep technical depth: ability to read code and API documentation, reason about distributed systems and integration architecture, debug failing data flows, and hold their own with a customer’s principal engineer.
• Working understanding of LLM‑based systems—including prompting, tool use, retrieval, evaluation, guardrails, and failure modes—and judgment about when they are appropriate.
• Consultative and prescriptive mindset: builds playbooks, not one‑off solutions.
• Comfortable navigating conversations with both CIOs about business outcomes and engineers about trace‑level agent behavior, maintaining clarity for both audiences.
• Thrives in ambiguity, with a bias toward documenting decisions and processes.
• Track record of defining architecture standards, methodologies, or playbooks adopted beyond individual accounts—at practice, function, or company level.
• Experience influencing product direction at an enterprise software company through structured, evidence‑based field input.

Preferred Qualifications

• Experience co‑delivering through system integrator partners, enabling delivery teams rather than performing all work directly.
• Background in customer experience, contact center, or conversational AI—CCaaS, CRM/ticketing ecosystems, IVR and voice, workforce management.
• Depth in a core vertical such as airlines and travel, media and streaming, gaming and sports betting, financial services and 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.

Skills & Competencies

• Architectural Design & Governance
• Integration Strategy & Execution
• Compliance & Risk Management
• Stakeholder Management & Influence
• Product Roadmap & Feature Prioritization
• Incident Management & Root‑Cause Analysis
• Mentorship & Team Leadership
• Communication Across Technical & Business Audiences
• Continuous Learning & Adaptability

Career Growth & Learning Opportunities

At brighthush, you will be part of a fast‑moving, high‑impact team that shapes the future of AI‑driven customer experience. Your work will directly influence product direction, platform architecture, and the success of our most strategic accounts. You will have the chance to:

• Lead cross‑functional initiatives that span engineering, product, sales, and customer success.
• Mentor and coach junior architects, building a high‑performing technical community.
• Participate in industry conferences, whitepapers, and speaking engagements, positioning yourself as a thought leader in agentic AI.
• Access continuous learning resources, including certifications in cloud architecture, AI ethics, and compliance frameworks.
• Contribute to open‑source projects and community initiatives that advance the broader AI ecosystem.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, collaborative culture where curiosity, experimentation, and ownership thrive. Our remote‑first environment empowers you to work from anywhere while staying connected through regular virtual town halls, hackathons, and cross‑team knowledge sessions. We celebrate diversity, encourage open dialogue, and reward innovative thinking that drives tangible business outcomes.

Compensation & Perks

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

• Base salary commensurate with market rates for senior technical leaders.
• Performance‑based bonuses tied to customer success, product impact, and team growth.
• Equity or stock‑option plans that align your success with the company’s long‑term vision.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, conference travel, and certification support.
• Wellness programs, mental health resources, and a supportive employee assistance program.

How to Apply

Ready to shape the future of AI‑driven customer experience? Join brighthush as our next Senior Principal Customer Architect and lead the charge in delivering scalable, high‑quality agentic solutions to the world’s most demanding enterprises.

Click the link below to submit your application and start your journey with brighthush.

Apply to This Job

Disclaimer: For all United States‑based applicants, please note that brighthush participates in E‑Verify for the purpose of work authorization. More information on E‑Verify can be found here and here.

brighthush is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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