Senior Solution Architect – Customer Experience & CX Innovation Leader – Spearheading Enterprise‑Wide Digital Transformation for Global Brands at brighthush
About brighthush and the Future of Customer Experience
In an era where every digital interaction is a brand‑building moment, brighthush stands at the cutting edge of customer experience (CX) innovation. We transform isolated touchpoints into seamless, data‑driven journeys that delight, retain, and inspire customers worldwide. With a presence in more than 70 countries, we partner with the world’s most iconic brands—spanning retail, finance, healthcare, technology, and beyond—to translate raw customer insights into actionable, scalable solutions that elevate brand perception and drive measurable growth.
Our mission is simple yet powerful: make every touchpoint effortless, engaging, and measurable. By combining state‑of‑the‑art technology, human‑centered design, and deep industry expertise, we help organizations understand what customers truly value and deliver it consistently across every channel.
Why Join brighthush?
At brighthush, we don’t just build products; we create experiences that resonate. Our culture is built on:
- Impact‑Driven Projects: Work on high‑visibility initiatives that shape industry standards and set new benchmarks for customer experience.
- Collaborative Environment: Cross‑functional teams that blend engineering, design, analytics, and business strategy to deliver holistic solutions.
- Career Growth: Structured learning paths, mentorship programs, and global mobility opportunities that accelerate your professional trajectory.
- Recognition: Consistently ranked among “World’s Best Workplaces” and “Best Companies for Career Growth,” reflecting our commitment to employee success.
- Innovation Hub: A sandbox culture where experimentation is encouraged, and ideas are turned into prototypes and pilots at speed.
- Work‑Life Harmony: Flexible work arrangements, wellness programs, and a supportive community that values your well‑being.
Whether you’re a seasoned architect or an emerging leader, brighthush offers the resources, mentorship, and platform to elevate your career to new heights.
Position Overview
The Senior Solution Architect – Customer Experience & CX Innovation Leader is a pivotal role that bridges strategy, design, and technology to deliver automation solutions that elevate customer journeys and drive operational excellence. You will partner with Sales, Engineering, Finance, Legal, and client stakeholders to craft compelling, scalable, and differentiated solutions that unlock measurable business value.
Key Responsibilities
- Lead discovery and due‑diligence sessions to understand client needs, pain points, and automation opportunities.
- Collaborate with Professional Services leaders to design robust, client‑ready solutions that align with business goals.
- Develop comprehensive solution approaches, including timelines, ROI models, and presentation materials.
- Identify, manage, and resolve risks that could impact solution quality, delivery, or client expectations.
- Partner with Sales and Finance to evaluate pricing strategies, recommend approaches, and support approval processes.
- Contribute content for scope of work documents, proposals, and contract‑related materials.
- Facilitate stakeholder meetings to review pricing, staffing, timelines, and presentation materials.
- Attend client site visits as needed to strengthen relationships and gather on‑ground insights.
- Conduct research on industry trends, verticals, and competitors to provide subject‑matter expertise.
- Support Sales Representatives in securing necessary legal and security approvals (NDAs, Deal Reviews, etc.).
- Drive continuous improvement of opportunity management processes to enhance team efficiency.
- Mentor junior architects and solution designers, fostering a culture of knowledge sharing.
- Champion best practices in solution architecture, ensuring alignment with brighthush’s technology standards.
Essential Qualifications
- Bachelor’s degree or 8+ years of experience in consulting, user‑centered design, voice/digital bots, CX, contact center operations, cloud services, or sales support.
- Hands‑on experience with bots, self‑service applications, and communication channels such as Voice/IVR, Messaging, and Omni‑channel platforms.
- Deep knowledge of user experience design principles and CX best practices.
- Exceptional written and verbal communication skills; ability to present complex ideas clearly to diverse audiences.
- Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word, Visio).
- Proven ability to prioritize and manage multiple projects in a fast‑paced, deadline‑driven environment.
- Strong initiative, ownership mindset, and commitment to continuous improvement.
- Customer‑centric mindset with a consultative approach and professional presence.
- Solid understanding of business operations, industry dynamics, and business acumen.
- Analytical mindset capable of interpreting data to inform solution development.
Preferred Qualifications
- Experience in designing and implementing AI‑driven CX solutions.
- Knowledge of regulatory compliance frameworks (GDPR, CCPA, PCI‑DSS).
- Project Management Professional (PMP) or equivalent certification.
- Experience with Agile and Scrum methodologies.
- Multilingual capabilities.
- Experience with cloud platforms (AWS, Azure, Google Cloud) and integration patterns.
Skills & Competencies
- Strategic Thinking & Visioning
- Solution Architecture & Design
- Stakeholder Management & Influence
- Data‑Driven Decision Making
- Change Management & Adoption
- Technical Proficiency (cloud platforms, APIs, integration patterns)
- Business Acumen & ROI Analysis
- Communication & Presentation Excellence
- Collaboration & Team Leadership
- Problem‑Solving & Innovation
Career Growth & Learning Opportunities
At brighthush, your growth is a shared priority. As a Senior Solution Architect, you will:
- Progress to Lead Architect or Director roles within the CX practice.
- Lead cross‑regional initiatives and mentor junior architects.
- Participate in global knowledge‑sharing forums and industry conferences.
- Access continuous learning platforms, certifications, and tuition reimbursement.
- Influence product roadmaps and strategic direction.
- Earn recognition through internal awards and external speaking opportunities.
Work Environment & Culture
Our hybrid model blends remote flexibility with occasional in‑office collaboration. You will work from the comfort of your home in Florida, with access to virtual collaboration tools and a supportive team culture that values work‑life balance, psychological safety, and innovation. At brighthush, we celebrate diversity, encourage curiosity, and reward bold ideas that push the boundaries of customer experience.
Compensation & Benefits
Base salary range: $110,000 – $160,000 per year, plus performance‑based incentives aligned with individual and company goals. Additional benefits include:
- Comprehensive medical, dental, and vision coverage.
- Employee Assistance Program (EAP) for mental and financial well‑being.
- 401(k) retirement plan with company match.
- Paid time off, holidays, and flexible vacation policy.
- Wellness stipend and virtual fitness classes.
- Professional development budget and conference travel support.
- Access to cutting‑edge tools and technologies.
- Employee stock purchase plan.
Application Process & Timeline
Submit your application by October 26, 2026. The hiring process may include background screening, identity verification, and technical assessments. All steps comply with applicable laws and privacy regulations.
Equal Opportunity & Inclusion
brighthush is an equal‑opportunity employer committed to diversity, equity, and inclusion. We welcome applicants of all backgrounds, including those with disabilities. Reasonable accommodations are available throughout the recruitment process.
Ready to Shape the Future of Customer Experience?
If you are a visionary architect with a passion for transforming customer journeys through technology and design, we invite you to join brighthush. Bring your expertise, creativity, and drive to a team that values impact, collaboration, and continuous growth.