Senior Conversational AI Strategy Lead – Voicebot & Chatbot Business Owner, Roadmap & Innovation Champion – Full Remote Portugal (Telecommunications & Digital Experience) – brighthush

About brighthush

brighthush is more than a telecommunications operator; it is a global catalyst for digital transformation, redefining how people connect, communicate, and experience the world. With a presence in over 30 countries and a vibrant community of more than 15,000 professionals, brighthush consistently sets the gold standard for connectivity, customer experience, and technological innovation. Our mission is simple yet powerful: to empower individuals and enterprises with intelligent, seamless communication solutions that unlock value, foster engagement, and create lasting relationships.

At the heart of our transformation journey lies a relentless focus on customer‑centricity and digital evolution. We are not just a telecom operator; we are a catalyst for change, leveraging cutting‑edge technologies to deliver experiences that feel personal, intuitive, and future‑ready. From 5G rollout to AI‑driven service platforms, brighthush is committed to staying ahead of the curve and shaping the next generation of digital communication.

Why This Role Matters

In a world where customers expect instant, context‑aware, and frictionless interactions, conversational AI has emerged as the cornerstone of scalable, high‑quality support. As the Senior Conversational AI Strategy Lead, you will be the architect of brighthush’s voicebot and chatbot ecosystem, steering the vision, execution, and continuous improvement of these critical touchpoints. Your strategic insights will directly influence how millions of customers engage with our brand, driving satisfaction, loyalty, and operational efficiency.

Beyond the technical aspects, this role is a leadership position that blends business acumen, stakeholder diplomacy, and a passion for innovation. You will shape the roadmap, champion cross‑functional collaboration, and ensure that every conversational channel aligns with our broader business objectives.

Key Responsibilities

• Strategic Leadership & Vision: Own the end‑to‑end business strategy for voicebot and chatbot initiatives. Translate market trends, customer insights, and emerging AI capabilities into a clear, actionable roadmap that drives measurable business outcomes.
• Stakeholder Management & Alignment: Act as the primary liaison between business leaders, platform engineers, data scientists, and external vendors. Facilitate transparent communication, manage expectations, and ensure that all parties are aligned on goals, timelines, and success metrics.
• Requirements Definition & Quality Assurance: Lead the creation, refinement, and validation of user stories, functional specifications, and acceptance criteria. Ensure that every requirement meets rigorous quality standards and is ready for seamless implementation.
• Team Development & Mentorship: Coach and mentor junior business analysts, product owners, and project managers. Foster a culture of continuous learning, high performance, and ownership, enabling the team to thrive in a fast‑paced environment.
• Performance Measurement & Optimization: Design and maintain KPIs, dashboards, and reporting mechanisms that track the effectiveness, efficiency, and ROI of conversational channels. Use data‑driven insights to iterate on the roadmap and prioritize high‑impact initiatives.
• Innovation & Trend Analysis: Stay ahead of industry developments in NLP, NLU, and AI platforms. Identify opportunities to enhance user experience, streamline operations, and differentiate brighthush’s offerings in the competitive telecom landscape.
• Risk & Issue Management: Proactively identify potential roadblocks, assess risks, and collaborate with cross‑functional teams to mitigate challenges. Drive resolution and ensure that projects stay on track and within scope.
• Vendor & Partner Collaboration: Evaluate, onboard, and manage relationships with external AI vendors, platform providers, and solution partners. Negotiate contracts, service level agreements, and performance benchmarks that align with brighthush’s strategic goals.
• Customer Advocacy: Champion the voice of the customer in every decision. Conduct user research, gather feedback, and translate insights into product enhancements that elevate the overall customer journey.

Essential Qualifications

• 5–8 years of proven experience in conversational AI, voicebot, or chatbot product and business roles, preferably within a large, complex organization.
• Deep understanding of customer service processes and how conversational agents can scale support operations, reduce cost per contact, and improve first‑contact resolution.
• Demonstrated success in leading or mentoring junior team members, with a track record of elevating team performance and fostering a culture of excellence.
• Strong decision‑making capabilities, able to prioritize initiatives, allocate resources, and sign off on strategic directions with confidence.
• Excellent stakeholder management skills, adept at navigating complex cross‑functional environments and building consensus among diverse groups.
• Proficiency in English (B2 or higher) for daily collaboration with Swiss and international teams; additional language skills (German, French, Italian) are a significant advantage.
• Based in Portugal and fully comfortable with a remote work model, leveraging digital collaboration tools to stay connected and productive.

Preferred (Nice to Have)

• Experience in the telecommunications sector, particularly within a large operator context, and familiarity with telecom‑specific challenges such as billing, network operations, and regulatory compliance.
• Background in product ownership or business analysis for conversational AI or digital customer service solutions, with a portfolio of successful deployments.
• Familiarity with leading conversational AI platforms such as brighthush, brighthush, brighthush, brighthush, or equivalent, and hands‑on experience in building, testing, and iterating bot flows.
• Knowledge of NLP/NLU concepts, intent design, routing logic, and channel optimization, with the ability to translate technical capabilities into business value.
• Experience with agile methodologies (Scrum, Kanban) and a proven ability to manage product backlogs, sprint planning, and release cycles.
• Strong analytical mindset, comfortable working with large datasets, deriving insights, and presenting findings to senior leadership.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Communication: Clear, concise, and persuasive communication with both technical and non‑technical audiences.
• Leadership & Influence: Inspire teams, drive change, and build consensus across functions.
• Data‑Driven Decision Making: Leverage analytics to inform strategy and measure impact.
• Customer‑Centric Mindset: Deep empathy for end‑users and a relentless focus on improving their experience.
• Project Management: Proven ability to deliver complex initiatives on time and within budget.
• Adaptability: Thrive in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You’ll have access to:

• Executive‑level mentorship programs that pair you with senior leaders across the organization.
• Regular hackathons, innovation labs, and cross‑functional workshops that encourage experimentation and rapid prototyping.
• Industry conferences, webinars, and certifications in AI, UX, and product management.
• Clear career pathways that allow you to transition into senior product, strategy, or executive roles.
• Access to cutting‑edge tools, platforms, and data science resources that keep you at the forefront of conversational technology.

Work Environment & Culture

brighthush champions a culture of openness, agility, and inclusivity. Our remote‑first approach means you can work from anywhere in Portugal while staying connected through collaborative tools, virtual town halls, and regular video check‑ins. We celebrate diversity, encourage creative thinking, and reward initiative. Your contributions will be recognized, celebrated, and rewarded in a transparent, merit‑based system.

Compensation & Perks

While specific figures are tailored to experience and role scope, you can expect a competitive salary package that aligns with industry standards for senior leadership in the telecommunications sector. Additional benefits include:

• Comprehensive health and wellness coverage, including medical, dental, and vision plans.
• Flexible working hours and a fully remote work model, empowering you to design a work‑life balance that suits your lifestyle.
• Generous paid time off, holiday schedule, and a company‑wide culture of taking time to recharge.
• Employee stock options and performance‑based bonuses that align your success with the company’s growth.
• Continuous learning stipend and access to cutting‑edge tools and platforms, ensuring you stay ahead of the curve.
• Well‑being initiatives, including virtual fitness classes, mindfulness sessions, and mental health resources.

Ready to Shape the Future of Conversational AI?

If you’re a strategic thinker with a passion for AI, a proven track record in leading business‑side initiatives, and a desire to make a tangible impact on millions of customers, we want to hear from you. Join brighthush and help us redefine how people connect, communicate, and experience the world.

Apply now and become the driving force behind brighthush’s next generation of conversational excellence.