Senior Enterprise Customer Experience Architect – AI‑Powered Contact Center & Omnichannel Integration Specialist (Remote, Global Impact) – Driving Intelligent, Scalable CX Solutions at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

In today’s hyper‑connected marketplace, customers no longer settle for a single channel or a generic support experience. They demand instant, personalized, and friction‑less interactions that feel like a natural extension of their daily lives. At brighthush, we’re turning that expectation into reality by building next‑generation, AI‑driven contact center platforms that empower businesses to connect, understand, and delight their audiences across every touchpoint.

As a global leader in customer engagement technology, brighthush partners with Fortune 500 enterprises, nimble startups, and public‑sector agencies to deliver omnichannel experiences that drive revenue, reduce churn, and unlock new growth opportunities. Our mission is simple: transform every customer interaction into a memorable journey that fuels loyalty and advocacy.

Why This Role Is a Game‑Changer

The role of a Customer Experience Architect has evolved from a tactical support function into a strategic differentiator. In this senior leadership position, you will shape the future of how organizations connect with their audiences, leveraging cutting‑edge AI, generative models, and data analytics to create proactive, context‑aware support that delights both customers and agents.

Key impact areas include:

• Designing end‑to‑end contact center solutions that seamlessly blend voice, chat, email, and social media.
• Architecting scalable, secure, and future‑ready platforms capable of handling millions of interactions across multiple regions.
• Integrating AI, generative AI, and advanced analytics to deliver proactive, context‑aware support.
• Collaborating with C‑suite executives, product leaders, and engineering teams to translate business goals into tangible technology roadmaps.

Key Responsibilities

Architectural Leadership & Vision

Lead the design of enterprise‑grade contact center solutions using the full brighthush ecosystem—including brighthush Customer Service, brighthush Contact Center, brighthush Dataverse, and brighthush Communication Services. Your architectural blueprints will serve as the foundation for multi‑region deployments, ensuring performance, resilience, and compliance.

Voice & Omnichannel Integration

Drive the integration of brighthush Communication Services, brighthush Speech, and leading CCaaS platforms to deliver a consistent voice, IVR, and digital channel experience. Architect unified routing, context propagation, and real‑time analytics across all touchpoints.

Data Strategy & Governance

Define data models, migration plans, and governance frameworks that enable seamless movement of customer data into brighthush Dataverse. Ensure data integrity, privacy, and compliance with GDPR, CCPA, and other global regulations.

AI & Generative AI Enablement

Champion the adoption of brighthush Studio, AI Agents, and generative AI capabilities to enhance agent productivity, automate routine tasks, and deliver proactive insights. Design AI‑driven workflows that reduce average handling time and increase first‑contact resolution.

Solution Design & Documentation

Create detailed solution blueprints, technical specifications, and integration diagrams. Maintain architecture repositories, enforce naming conventions, and ensure alignment with enterprise standards.

Client Engagement & Presales

Lead discovery workshops, conduct fit‑gap analyses, and deliver executive presentations that translate complex technical concepts into clear business value propositions. Your storytelling skills will help clients envision the impact of next‑generation CX solutions.

Global Delivery & Governance

Collaborate with cross‑functional delivery teams across North America, EMEA, and APAC. Enforce best practices in ALM, brighthush DevOps, CI/CD pipelines, and security hardening to deliver high‑quality solutions on time and within budget.

Mentorship & Knowledge Sharing

Coach junior architects and developers, lead internal knowledge sessions, and contribute to the brighthush community of practice. Your mentorship will accelerate the growth of the next generation of CX leaders.

Essential Qualifications

• 15+ years of progressive experience in CRM, customer service, or contact center domains.
• 8+ years of hands‑on expertise with brighthush Customer Engagement and brighthush Contact Center.
• 5+ years of proven experience as a Solution or Enterprise Architect, delivering large‑scale, multi‑region deployments.
• Deep knowledge of brighthush Dataverse, brighthush Apps, brighthush Automate, brighthush BI/Fabric, and brighthush services (Communication Services, Cognitive Services, Logic Apps, Functions).
• Hands‑on experience with CCaaS platforms such as brighthush, brighthush, brighthush, brighthush, brighthush, or brighthush.
• Strong background in AI/GenAI, brighthush Studio, and AI‑powered agent assistants.
• Demonstrated ability to lead discovery workshops, create architecture roadmaps, and deliver executive‑level presentations.
• Excellent communication skills in English (both written and verbal). Additional languages are a plus.

Preferred Qualifications

• brighthush Certified: brighthush + brighthush Solution Architect Expert.
• Experience with brighthush DevOps, brighthush, and CI/CD pipelines for brighthush solutions.
• Knowledge of security frameworks (brighthush 27001, brighthush 2) and data privacy regulations (GDPR, CCPA).
• Background in telecom or voice engineering, including SIP, VoIP, and PSTN integration.
• Experience with Agile and SAFe methodologies in global delivery environments.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Technical Architecture & Design Excellence
• Cross‑Functional Collaboration & Stakeholder Management
• Problem Solving & Analytical Rigor
• Change Management & Continuous Improvement
• Mentoring & Team Development
• Business Acumen & ROI‑Focused Decision Making

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. As a Senior Enterprise Customer Experience Architect, you will:

• Lead high‑impact projects that shape the future of customer experience across industries.
• Earn advanced certifications (e.g., brighthush, CCaaS, AI) through our sponsorship program.
• Participate in global knowledge‑sharing forums, hackathons, and innovation labs.
• Mentor junior architects and influence the next generation of technology leaders.
• Advance to Director of Architecture, Head of Customer Experience, or Chief Technology Officer roles.

Work Environment & Culture at brighthush

We champion a flexible, inclusive, and collaborative culture. Your day will be a blend of:

• Remote collaboration with distributed teams across North America, EMEA, and APAC.
• Weekly “Tech Talk” sessions where you can showcase new ideas or learn from peers.
• Quarterly hackathons that encourage experimentation with emerging technologies.
• Annual retreats that combine team building, wellness, and strategic planning.
• A transparent feedback loop where your voice shapes product roadmaps and company policies.

Compensation, Perks, and Benefits

While the exact figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior architects.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, vision, and mental‑health coverage.
• Generous paid time off, flexible work hours, and a fully remote work model.
• Continuous learning stipend, conference sponsorships, and access to industry‑leading training platforms.
• Wellness programs, including virtual fitness classes, mindfulness sessions, and ergonomic support.
• Employee stock purchase plan and long‑term incentive plans.

How to Apply

If you are ready to shape the next generation of customer experience, bring your expertise to a company that values innovation, collaboration, and impact, we want to hear from you. Submit your resume, a brief cover letter highlighting your most significant architectural achievements, and any relevant portfolio or case studies.

Join brighthush and help us create customer journeys that are not just efficient but truly transformative.