Senior Prompt Engineer & Conversational AI Lead – Architecting Human‑Like Customer Support Dialogues, Championing Quality Assurance, Aligning Brand Voice, and Driving AI‑Powered Customer Experience at brighthush

About brighthush

brighthush is a pioneering force in the conversational AI arena, redefining how brands connect with their audiences through intelligent, empathetic, and brand‑consistent dialogue. By harnessing the power of state‑of‑the‑art large language models, we create AI assistants that feel like trusted brand ambassadors, turning routine support interactions into memorable, human‑like conversations. Our mission is to make every AI‑driven exchange as engaging and authentic as speaking with a real person who truly understands the brand’s voice.

With a global footprint spanning e‑commerce, fintech, health tech, and consumer goods, brighthush sits at the forefront of a movement that is reshaping customer service, marketing, and product support across industries. We partner with forward‑thinking organizations to embed AI into their customer journeys, delivering scalable, high‑quality interactions that drive loyalty and revenue.

Why This Role Matters

As the Senior Prompt Engineer & Conversational AI Lead, you will be the architect of the linguistic foundation that powers our flagship AI assistant. Your prompts will shape how the assistant interprets intent, delivers responses, and escalates complex queries. The quality of your work directly influences customer satisfaction, brand consistency, and the overall success of our AI solutions. In this role, you will not only write prompts—you will craft the very language that defines how millions of customers experience the brighthush brand.

What You’ll Deliver

Your day‑to‑day responsibilities will revolve around designing, iterating, and validating prompts that guide the assistant’s behavior across thousands of real‑world interactions. Key deliverables include:

• Elevated Prompt Clarity and Consistency: Refine existing prompts to ensure they are unambiguous, concise, and aligned with brand voice.
• Optimized AI Efficiency: Reduce repetitive or verbose responses, improving token usage and response speed.
• Robust Clarification & Escalation Logic: Embed mechanisms for the AI to request clarification on ambiguous queries and to safely hand off out‑of‑scope or sensitive topics to human agents.
• Measurable Impact: Provide data‑driven evidence of improved response quality and user satisfaction.
• Comprehensive Documentation: Maintain a living knowledge base that captures prompt rationale, change history, and expected outcomes.
• Continuous Improvement: Identify and log issues, propose enhancements, and prioritize fixes to keep the prompt library cutting‑edge.

Key Responsibilities

• Prompt Audit & Redesign: Conduct a thorough audit of existing 400–500 word prompts, identify structural and linguistic gaps, and redesign them using a modular architecture that separates instructions, tone guidelines, escalation rules, and fallback strategies.
• Clarity & Conciseness: Craft concise, unambiguous directives that eliminate redundancy and improve AI efficiency.
• Clarification & Escalation: Embed logic for the AI to request clarification on ambiguous queries and define clear escalation pathways for out‑of‑scope or sensitive topics.
• Validation & Testing: Create a set of ten realistic customer questions paired with expected AI responses to validate prompt performance.
• Documentation: Document all changes, rationale, and anticipated impact on response quality and user satisfaction.
• Issue Logging: Identify and log issues in the original prompt, offering actionable improvements and prioritization guidance.
• Optional Enhancements: Propose enhancements for handling angry or frustrated customers, and suggest criteria for evaluating response quality and safety.
• Cross‑Functional Collaboration: Work closely with the AI Product Manager, UX writers, and data scientists to ensure alignment with product strategy and brand guidelines.

Essential Qualifications

• Proven experience in prompt engineering for LLMs such as GPT‑4, Claude, or comparable systems.
• Strong grasp of NLP fundamentals: tokenization, context windows, instruction tuning.
• Exceptional written communication skills; ability to craft clear, concise, actionable prompts.
• Hands‑on experience testing and iterating prompts against real user data or simulated conversations.
• Familiarity with AI ethics, bias mitigation, and safe completion practices.
• Self‑motivated, able to work independently, manage time effectively, and deliver high‑quality artifacts on schedule.

Preferred Qualifications

• Background in customer support, UX writing, or technical documentation.
• Experience with prompt‑engineering tools such as brighthush Playground or brighthush Console.
• Knowledge of conversational AI frameworks and best practices for tone, empathy, and brand consistency.
• Prior involvement in building or refining AI‑driven customer service solutions with measurable impact.
• Strong analytical skills to interpret response metrics, user feedback, and performance data.

Skills & Competencies

• Prompt Design & Optimization
• Natural Language Understanding & Generation
• Critical Thinking & Problem Solving
• Attention to Detail & Quality Assurance
• Collaboration & Cross‑Functional Communication
• Adaptability to Rapidly Evolving AI Landscape

Career Growth & Learning Opportunities

At brighthush, we champion continuous learning and professional development. As a Prompt Engineer, you will:

• Collaborate with AI researchers, product managers, and UX designers to shape the future of conversational AI.
• Attend internal workshops on emerging LLM capabilities, safety protocols, and industry trends.
• Contribute to open‑source projects and industry conferences, enhancing your visibility in the AI community.
• Progress into senior roles such as Lead Prompt Engineer, AI Product Lead, or AI Strategy Consultant.
• Lead cross‑functional initiatives that bridge engineering, design, and business strategy.

Work Environment & Culture

Our culture is built on transparency, curiosity, and a shared commitment to innovation. You’ll find:

• A distributed team that values flexibility and autonomy, focusing on results rather than hours.
• Regular “Ask Me Anything” sessions with senior leadership, fostering open dialogue and rapid feedback.
• A collaborative workspace where ideas are challenged, refined, and celebrated.
• Access to cutting‑edge AI tools, data pipelines, and research resources.
• Inclusive hiring practices and a diverse, global team that brings a wide range of perspectives.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for prompt engineering roles.
• Performance‑based bonuses tied to product impact and quality metrics.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and flexible work arrangements to support work‑life balance.
• Professional development stipend and conference travel support to keep you at the forefront of AI research.
• Equity options to share in the company’s long‑term success and growth.
• Wellness programs, including mental health resources and virtual fitness classes.

Why Join brighthush

When you join brighthush, you become part of a forward‑thinking team that is reshaping customer support through AI. Your expertise will directly influence how millions of users interact with brands, making every day a chance to create meaningful impact. If you’re passionate about language, technology, and improving human‑AI collaboration, we want to hear from you.

How to Apply

Ready to take your prompt‑engineering skills to the next level? Submit your resume, a brief cover letter highlighting relevant projects, and any portfolio samples that showcase your prompt‑design work. In your cover letter, please answer the following screening question:

• Describe a prompt‑engineering project you completed that significantly improved AI response quality. What challenges did you face, and how did you overcome them?

We look forward to exploring how you can help brighthush deliver the most engaging, reliable, and human‑like customer support experiences in the industry.