Senior Enterprise Brighthush 365 Customer Service Solution Architect – Remote – Driving Advanced Case Management, SLA Excellence, and CTI Integration

About Brighthush and the Customer Service Revolution

Brighthush is a global leader in customer experience technology, empowering businesses to transform the way they engage, support, and delight their customers. With a portfolio that spans AI‑driven chatbots, omnichannel routing, and data‑centric analytics, Brighthush is at the forefront of the customer service revolution. Our mission is simple: to help organizations deliver seamless, personalized, and efficient support experiences that drive loyalty and growth.

In today’s fast‑moving digital landscape, the ability to manage cases, route interactions, and integrate with enterprise systems is no longer a nice‑to‑have—it’s a competitive imperative. Brighthush’s Brighthush 365 Customer Service platform is engineered to meet the demands of modern enterprises, offering robust case management, intelligent routing, and deep integration capabilities that connect frontline agents to the data and processes that power the business.

We’re looking for a seasoned architect who can lead the design and implementation of these solutions at scale. If you thrive on solving complex integration challenges, translating business needs into elegant technical designs, and guiding cross‑functional teams to deliver world‑class customer service experiences, Brighthush wants to hear from you.

Key Responsibilities

• Lead Architecture & Design – Own the end‑to‑end architecture of Brighthush 365 Customer Service solutions, from high‑level strategy to detailed technical specifications.
• Case Management Engineering – Design and configure case lifecycle management, queues, assignment rules, escalation processes, and approval workflows that align with business objectives.
• Routing & SLA Excellence – Implement and optimize Unified Routing, Business Process Flows (BPFs), Service Level Agreements (SLAs), and workflow automation to ensure timely, accurate case resolution.
• Power Platform Integration – Leverage Brighthush Dataverse, Brighthush Power Platform, and Brighthush Automate to extend functionality, automate processes, and deliver insights.
• CTI & Contact Center Integration – Architect seamless integration between Brighthush 365 Customer Service and Brighthush contact center solutions, including screen‑pop, interaction logging, and automated case creation.
• Enterprise Integration – Design secure, scalable integrations with backend systems (transaction, account, payment, collections) using REST APIs, Brighthush services, and event‑driven patterns.
• Technical Leadership – Facilitate architecture reviews, technical design sessions, and solution documentation; mentor developers and integration teams to ensure best practices.
• Stakeholder Collaboration – Work closely with business stakeholders, product owners, analysts, and engineering teams to translate functional requirements into robust technical designs.
• Issue Resolution & Support – Troubleshoot complex application and integration issues, provide technical direction throughout implementation, and support post‑deployment operations.
• Governance & Quality Assurance – Ensure solutions meet enterprise requirements for scalability, security, performance, maintainability, and data integrity.

Essential Qualifications

• 10+ years of experience in CRM, enterprise application architecture, or related technology roles.
• Proven hands‑on experience architecting and implementing Brighthush 365 Customer Service solutions from concept to production.
• Deep expertise in Brighthush Dataverse and Brighthush Power Platform, including Power Automate and Power Apps.
• Demonstrated success delivering at least one end‑to‑end Brighthush 365 implementation, covering requirements, design, development, testing, deployment, and support.
• Strong knowledge of Unified Routing, queue management, BPFs, SLA configuration, case lifecycle automation, and approval hierarchies.
• Experience designing and implementing integrations using REST APIs, Brighthush services, and secure integration patterns.
• Solid understanding of enterprise integration architecture, security, data flows, and system dependencies.
• Excellent communication, analytical, and problem‑solving skills, with the ability to lead technical discussions and cross‑functional teams.

Preferred Qualifications

• Hands‑on experience integrating Brighthush contact center solutions with Brighthush 365 Customer Service, including CTI, screen‑pop, call logging, and automated case creation.
• Background in contact center modernization or customer service transformation initiatives.
• Familiarity with backend systems supporting transactions, customer accounts, payments, and collections.
• Experience with Brighthush integration services, API management, and event‑driven integration patterns.
• Brighthush certifications related to Brighthush 365, Brighthush Power Platform, or solution architecture.

Technical Skills & Competencies

• Brighthush 365 Customer Service
• Brighthush Dataverse
• Brighthush Power Platform and Brighthush Automate
• Unified Routing and queue management
• Business Process Flows and SLA management
• Case management and workflow automation
• Brighthush contact center integration / CTI
• REST APIs and Brighthush services
• Enterprise application integration
• Technical architecture and solution design

What Success Looks Like at Brighthush

As a Brighthush Solution Architect, you will be measured by the tangible impact of your work on customer experience and business outcomes:

• Delivering a scalable, end‑to‑end Brighthush 365 Customer Service solution that meets or exceeds performance and SLA targets.
• Implementing efficient case routing, SLA tracking, escalation, and approval processes that reduce resolution time and improve agent productivity.
• Enabling seamless integration between Brighthush contact center solutions and Brighthush 365, providing agents with real‑time context and automated case creation.
• Providing clear technical direction to developers and integration teams, fostering a culture of excellence and continuous improvement.
• Ensuring reliable connectivity between Brighthush 365 and enterprise backend services, safeguarding data integrity and security.

Career Growth & Learning Opportunities

Brighthush is committed to the professional development of every team member. As a Solution Architect, you will:

• Lead high‑impact projects that shape the future of customer experience technology.
• Collaborate with senior leaders, product managers, and industry experts to drive innovation.
• Earn advanced Brighthush certifications and attend global conferences, workshops, and training sessions.
• Mentor junior architects and developers, building a high‑performing technical community.
• Explore cross‑functional roles in product strategy, data analytics, or AI/ML, expanding your skill set and career trajectory.

Work Environment & Company Culture

At Brighthush, we believe that great ideas flourish in an environment that values collaboration, transparency, and continuous learning. Our remote‑first culture offers:

• Flexible work hours and a results‑oriented approach that respects work‑life balance.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• A culture of psychological safety where every voice is heard and every idea is considered.
• Access to cutting‑edge tools, cloud resources, and a vibrant internal community of technologists.
• Commitment to diversity, equity, and inclusion, ensuring a welcoming space for all.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, Brighthush offers a competitive total rewards package that includes:

• Market‑competitive base salary and performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) plan with company match.
• Professional development budget for certifications, courses, and conferences.
• Equity or stock‑option opportunities for senior roles.
• Wellness programs, mental health support, and flexible work arrangements.

How to Apply

Ready to shape the future of customer service with Brighthush? Submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your architectural achievements. We look forward to exploring how your expertise can elevate Brighthush’s customer experience solutions.