Manager, Cloud Contact Center (Amazon Connect & Zendesk)

TELUS Digital; Vancouver; Híbrido; CAD 186.000 - 222.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Remote work option

Descripción de la vacante

TELUS Digital in Canada is seeking a Manager, Solutions Architecture for Amazon Connect to design and architect cloud contact centre solutions in support of the sales cycle.

You will lead pre-sales engagements, craft detailed architectures, coordinate with Sales and delivery teams, and stay current with Zendesk, AWS, and telecommunication technologies to deliver scalable, secure customer experiences.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Solution architecture

Pre-sales engineering

Technical consulting

Communication skills

Analytical thinking

Educación

Bachelor's degree in CS/IT

Herramientas

Zendesk platform

Amazon Connect

AWS services

CRM systems

Descripción del empleo

TELUS Digital in Canada is seeking a Manager, Solutions Architecture for Amazon Connect to design and architect cloud contact centre solutions in support of the sales cycle.

You will lead pre-sales engagements, craft detailed architectures, coordinate with Sales and delivery teams, and stay current with Zendesk, AWS, and telecommunication technologies to deliver scalable, secure customer experiences.