Senior Delivery Manager – Customer Experience & AI‑Driven Contact Center Solutions (UC, Endpoint Management)

About brighthush

brighthush is a Fortune 500 technology solutions provider that empowers businesses, government agencies, educational institutions, and healthcare organizations to unlock the full potential of technology. We are more than a vendor – we are a trusted partner who builds lasting relationships, speaks candidly, and works together to deliver real impact. Our culture is built on curiosity, speed, and continuous learning, and we believe that meaningful work happens when people feel supported, heard, and empowered to contribute. At brighthush, you are a coworker, not just an employee, and you will help shape the future of technology for our customers and communities.

Why brighthush?

• Innovation at Scale: We are at the forefront of AI, cloud, and unified communications, delivering solutions that transform customer experiences and operational efficiency.
• Career Growth: Our leadership development programs, mentorship, and cross‑functional projects give you the opportunity to accelerate your career and move into senior executive roles.
• Inclusive Culture: We champion diversity, equity, and inclusion, ensuring every voice is heard and every idea is valued.
• Work‑Life Balance: Flexible remote work, generous paid time off, and a focus on well‑being help you thrive both professionally and personally.
• Impactful Work: You will partner with high‑profile clients to design, implement, and optimize contact center, UC, and endpoint solutions that drive measurable business outcomes.

Role Overview

The Senior Delivery Manager – Customer Experience is a strategic leadership role that blends operational excellence with client‑centric delivery. You will oversee professional services teams across a defined region, ensuring that projects are delivered on time, within budget, and to the highest quality standards. By collaborating closely with Sales, Solution Architects, and Services leaders, you will shape the delivery strategy, drive financial performance, and cultivate long‑term client relationships.

Key Responsibilities

• Strategic Delivery Leadership: Own the end‑to‑end delivery lifecycle for large‑scale, enterprise‑class solutions, including UC, contact center, endpoint management, and AI‑enabled services.
• Financial Stewardship: Partner with Sales and Finance to forecast, budget, and manage project profitability, ensuring 15% billable focus on strategic oversight and client design.
• Team Development: Coach and mentor a high‑performing delivery team, fostering technical excellence, professional growth, and a culture of continuous improvement.
• Client Relationship Management: Serve as the trusted advisor to executive stakeholders, participating in sales calls, service estimates, and strategic planning sessions.
• Partner Ecosystem Management: Build and maintain a Trusted Partner Network, collaborating with technology partners such as Cisco, Microsoft CX, Citrix, Zoom, RingCentral, and Dialpad to augment capacity and expertise.
• Process & Best‑Practice Champion: Implement and enforce delivery best practices, governance frameworks, and quality standards across solutions and geographies.
• Escalation & Issue Resolution: Act as the escalation point for performance or client satisfaction issues, driving root‑cause analysis and corrective action.
• AI Fluency Advocacy: Champion brighthush’s vision of becoming an AI‑fluent organization by guiding teams in responsible AI adoption, experimentation, and continuous learning.
• Travel & On‑Site Engagement: Travel as needed to client sites or brighthush offices to support project delivery and strengthen client relationships.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• 7+ years of experience delivering large‑scale, enterprise‑class technical solutions, including planning, development, implementation, and support.
• 1+ year of managerial experience leading cross‑functional delivery teams.
• Strong written, verbal, and presentation skills with the ability to articulate technology recommendations from a business perspective.
• Proven ability to engage across levels, functions, cultures, and geographies, building and sustaining strong relationships.
• Demonstrated success in resolving client, project, and personnel challenges effectively.
• Ability to thrive in ambiguous, fast‑paced environments, prioritizing and multitasking with precision.
• Experience developing long‑range project plans and schedules for complex initiatives.
• Comfortable with change, risk, and uncertainty, maintaining composure and focus.
• Valid U.S. driver’s license and willingness to travel as required.
• Billable focus of approximately 15% on strategic oversight, design, and client engagement.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (PMP, Scrum Master, ITIL).
• Deep familiarity with Cisco, Microsoft CX, Citrix, Zoom, RingCentral, Dialpad, and other unified communications ecosystems.
• Experience leading AI‑driven projects or initiatives, with a passion for responsible AI adoption.
• Track record of building and scaling partner networks to meet client demands.
• Experience in a Fortune 500 or large enterprise environment.

Skills & Competencies

• Leadership & Influence: Inspire teams, drive results, and influence stakeholders at all levels.
• Strategic Thinking: Translate business objectives into actionable delivery plans.
• Financial Acumen: Manage budgets, forecast revenue, and optimize profitability.
• Client‑Centric Mindset: Deliver exceptional customer experiences and build long‑term partnerships.
• Change Management: Navigate organizational change and foster adoption of new technologies.
• Data‑Driven Decision Making: Leverage metrics and analytics to guide performance improvements.
• Collaboration & Communication: Work effectively across cross‑functional teams and articulate complex concepts clearly.
• AI Fluency: Understand AI concepts, ethical considerations, and practical applications in customer experience.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior Delivery Manager, you will:

• Progress to Director or VP of Delivery, overseeing multiple regions and larger portfolios.
• Participate in leadership development programs, including executive coaching, strategic management workshops, and cross‑functional rotations.
• Access a robust learning platform with courses on AI, cloud, cybersecurity, and advanced project management.
• Engage in mentorship programs, both as a mentor and mentee, to broaden your perspective and network.
• Contribute to brighthush’s AI‑fluent initiatives, shaping industry best practices and influencing the broader technology community.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our remote‑first model offers flexibility, while our in‑office hubs provide spaces for spontaneous collaboration and team bonding. We celebrate diversity, encourage experimentation, and reward innovative thinking. Your voice matters – from the boardroom to the breakroom, we value open dialogue and constructive feedback.

Compensation & Benefits

• Base Salary: $121,450 – $170,010 per year, commensurate with experience and skill set.
• Annual Bonus: Target of 25% of base salary, subject to performance and plan terms.
• Benefits: Comprehensive health, dental, vision, and life insurance; 401(k) with company match; generous paid time off; flexible work arrangements.
• Perks: Remote work stipend, wellness programs, tuition reimbursement, and access to cutting‑edge technology tools.
• Geographic Flexibility: Salary ranges may vary by location to reflect cost‑of‑living differences.

Our Commitment to Diversity, Equity, and Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where all employees can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or any other characteristic protected by law.

Join brighthush – Make Amazing Happen

If you are a visionary leader who thrives on delivering transformative customer experiences, we invite you to apply. Bring your expertise, curiosity, and passion for AI to a company that values innovation, collaboration, and impact. Together, we will shape the future of technology and make amazing happen.

Ready to take the next step? Submit your application today and join the brighthush family.