[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. 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 • brk tech is a new kind of technology organization within Berkshire Hathaway—built 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 .