Manager, Solutions Architecture (Amazon Connect & Zendesk)
TELUS Digital11 hours ago
Remote, Canada +4 moreStaff+
Responsibilities
- Design comprehensive contact center architectures using Amazon Connect and Zendesk capabilities.
- Support pre-sales engagements through discovery, demonstrations, proofs of concept, technical workshops, and solution design.
- Partner with sales and delivery teams to scope, estimate, and propose solutions during the sales cycle.
- Create detailed solution architectures and technical documentation for complex customer environments.
- Provide technical guidance to internal teams and customers on cloud contact center technologies and product updates.
- Collaborate across TELUS Digital on solutions involving Data & AI and digital product development.
Requirements
- 3–5 years of experience in solution architecture, pre-sales engineering, or technical consulting in cloud technologies.
- Strong understanding of Zendesk Contact Center, Amazon Connect, AWS services, or other cloud contact center technologies.
- Experience with CRM systems, omnichannel customer engagement platforms, and contact center operations.
- Demonstrated ability to design and implement large-scale cloud solutions.
- Excellent communication, analytical, problem-solving, and technical explanation skills.
- A bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- AWS certifications, hands-on Zendesk experience, AI and machine learning knowledge, API integration and data migration experience, and knowledge of telecommunications protocols and voice technologies are preferred.
Benefits
- Hybrid work arrangement based in Toronto or Vancouver, with remote work also considered.
- Employment with an equal opportunity employer committed to diversity and inclusion.
Tech Stack
Categories
Solutions Engineering
About TELUS Digital
TELUS Digital is the in-house digital product and consulting arm of TELUS, one of Canada’s largest telecommunications providers. It designs and operates customer-facing platforms—mobile apps, websites, voice and chat interfaces—and enterprise services spanning cloud engineering, data/AI, digital marketing, QA, and operations modernization for TELUS lines of business and select partners. Headquartered in Vancouver with a distributed global team, it sits under TELUS’s public company umbrella (NYSE: TU, TSX: T).