Note: The job is a remote job and is open to candidates in USA. brk tech is a new technology organization within Berkshire Hathaway focused on empowering businesses through advanced technology and AI. They are seeking a Distinguished Engineer to architect and scale customer interaction platforms, unifying various communication channels into a seamless engagement layer that enhances customer experiences and operational efficiency.
Responsibilities
- Define and drive enterprise-wide architecture for omnichannel customer experience platforms, unifying voice, messaging, and digital interfaces into a single engagement fabric
- Architect AI-powered interaction systems, including conversational agents, intelligent IVR, and real-time decisioning engines
- Design and implement orchestration layers that enable seamless context transfer across channels (e.g., voice → chat → mobile → web)
- Develop reusable frameworks for inbound service, outbound campaigns, and sales engagement across subsidiaries
- Lead integration of modern CX platforms (e.g., Twilio, Genesys) with internal systems and AI capabilities
- Establish standards for personalization, journey orchestration, and lifecycle management using data and AI
- Drive rapid experimentation and iteration to optimize funnels, engagement, and conversion across channels
- Build and scale real-time analytics and feedback loops to continuously improve customer interactions and business outcomes
- Contribute to inner-sourced IP by codifying reusable architectures, playbooks, and engagement patterns
Skills
- 15+ years of experience in customer experience platforms, distributed systems, or full-stack engineering, with advanced degrees in computer science or related fields
- Deep expertise in omnichannel systems, including IVR/voice platforms, messaging systems (SMS, chat), and web/mobile applications
- Strong experience with conversational AI, natural language processing, and agentic workflows
- Hands-on experience integrating platforms such as Twilio, Genesys, or similar CCaaS/CPaaS solutions
- Proficiency in real-time event-driven architectures, APIs, and microservices
- Experience with customer data platforms (CDPs), personalization engines, and campaign management systems
- Familiarity with AI/ML systems for recommendation, routing, and intent detection
- Strong understanding of performance, latency, and scalability requirements for real-time interaction systems
- US citizenship and residency in one of the lower 48 states required
Company Overview