Senior Solutions Architect - Amazon Connect & Zendesk (Hybrid)

TELUS Digital

Calgary

Hybrid

CAD 186,000 - 222,000

Full time

19 hours ago

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Job summary

TELUS Digital in Canada seeks a Manager, Solutions Architecture for Amazon Connect to design cloud contact center solutions with Zendesk and AWS, and to support the sales team with technical leadership across TELUS Digital.

The role blends deep technical expertise with customer engagement, covering architecture design, demonstrations, proof of concepts, and workshops while collaborating with sales, delivery, and product teams.

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.

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.