Manager, Solutions Architecture (Zendesk/Amazon Connect)

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. We are prioritizing candidates who are willing to be based in one of our offices, but we are still willing to consider candidates who need to Work From Anywhere (Remote).

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.

• 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.

• 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.

• Bachelor's degree in Computer Science, Information Technology, or related field.

• AWS certifications (Solutions Architect, DevOps Engineer)

• Hands-on experience with the Zendesk platform or similar customer engagement solutions

• Knowledge of AI and machine learning applications in customer experience

• Experience with API integrations and data migration processes

• Understanding of telecommunications protocols and voice technologies

• Familiarity with agile methodologies and project management practices

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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