3-5 years in solution architecture or pre-sales engineering for cloud technologies
Strong knowledge of Zendesk Contact Center and Amazon Connect
Experience with CRM systems and omni-channel engagement platforms
Excellent communication skills for diverse audiences
Proven ability to design large-scale cloud solutions
Strong analytical and problem-solving skills
Responsibilities
Design contact center architectures using Amazon Connect and Zendesk
Support pre-sales engagements from discovery to solution design
Collaborate with sales and delivery teams to scope and propose solutions
Create detailed solution architectures and technical documentation
Stay updated on Amazon Connect and Zendesk features and trends
Integrate leading technologies like Data & AI into client solutions
Benefits
Hybrid work model with options for remote work
Opportunity to work with cutting-edge cloud technologies
Engagement in innovative solution development
Collaboration with cross-functional teams at TELUS Digital
Professional growth through exposure to diverse projects
Full Job Description
Location & Flexibility
This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Toronto or Vancouver. We are still willing to consider candidates who need to Work From Anywhere (Remote).
The Opportunity
The Manager, Solutions Architecture for Amazon Connect is a technical pre-sales role responsible for designing and architecting cloud contact center solutions with Zendesk Contact Center and/or Amazon Connect solutions. This position combines deep technical expertise with customer engagement skills to develop innovative solutions that meet complex customer requirements while supporting the sales team throughout the customer journey.
Responsibilities
Design comprehensive contact center architectures leveraging Amazon Connect and Zendesk platform capabilities to meet customer requirements.
Support pre-sales engagements from discovery through solution design, including demonstrations, proofs of concept, and technical workshops.
Partner with sales and delivery teams to scope, estimate, and propose solutions during the sales cycle while providing technical leadership in customer engagements.
Create detailed solution architectures and technical documentation for complex customer environments.
Stay current with Amazon Connect features, Zendesk product updates, and broader cloud contact center trends while providing technical guidance to both internal teams and customers.
Work with teams across TELUS Digital to include leading technologies and approaches in client solutions, including Data & AI and digital product development.
Qualifications
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, omni-channel customer engagement platforms, and contact center operations.
Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
Proven track record of designing and implementing large-scale cloud solutions.
Strong analytical and problem-solving skills with attention to detail.
Bonus Points
Bachelor's degree in Computer Science, Information Technology, or related field.
