Remote distinguished engineer AI-driven omnichannel experience engineering

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.ResponsibilitiesDefine and drive enterprise-wide architecture for omnichannel customer experience platforms, unifying voice, messaging, and digital interfaces into a single engagement fabricArchitect AI-powered interaction systems, including conversational agents, intelligent IVR, and real-time decisioning enginesDesign 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 subsidiariesLead integration of modern CX platforms (e.g., Twilio, Genesys) with internal systems and AI capabilitiesEstablish standards for personalization, journey orchestration, and lifecycle management using data and AIDrive rapid experimentation and iteration to optimize funnels, engagement, and conversion across channelsBuild and scale real-time analytics and feedback loops to continuously improve customer interactions and business outcomesContribute to inner-sourced IP by codifying reusable architectures, playbooks, and engagement patternsSkills15+ years of experience in customer experience platforms, distributed systems, or full-stack engineering, with advanced degrees in computer science or related fieldsDeep expertise in omnichannel systems, including IVR/voice platforms, messaging systems (SMS, chat), and web/mobile applicationsStrong experience with conversational AI, natural language processing, and agentic workflowsHands-on experience integrating platforms such as Twilio, Genesys, or similar CCaaS/CPaaS solutionsProficiency in real-time event-driven architectures, APIs, and microservicesExperience with customer data platforms (CDPs), personalization engines, and campaign management systemsFamiliarity with AI/ML systems for recommendation, routing, and intent detectionStrong understanding of performance, latency, and scalability requirements for real-time interaction systemsUS citizenship and residency in one of the lower 48 states requiredCompany Overviewbrk tech is a new kind of technology organization within Berkshire Hathawaybuilt to empower world-class enterprises with adoption of tech and artificial intelligence enabling each business to accelerate their digital transformation. It was founded in 2026, and is headquartered in San Francisco, California, US, with a workforce of 11-50 employees. Its website is . Apply To this Job .