Solutions Architecture Manager – Cloud Contact Center

TELUS Digital; Edmonton; Hybrid; CAD 186,000 - 222,000; Full time

Job summary

TELUS Digital in Canada is seeking a Manager, Solutions Architecture for Amazon Connect to design cloud contact center solutions and guide pre-sales engagements. You will craft architectures leveraging Amazon Connect and Zendesk, collaborate with sales and delivery teams, and produce detailed technical documentation.

The role requires 3-5 years in solution architecture or pre-sales, strong communication skills, and a track record of delivering large-scale cloud solutions.

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.

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.

Skills

Solution architecture

Pre-sales engineering

Cloud technologies

Communication skills

Analytical thinking

Education

Bachelor's degree in CS/IT or related field

Tools

Zendesk Contact Center

Amazon Connect

AWS services

CRM platforms

Job description

TELUS Digital in Canada is seeking a Manager, Solutions Architecture for Amazon Connect to design cloud contact center solutions and guide pre-sales engagements. You will craft architectures leveraging Amazon Connect and Zendesk, collaborate with sales and delivery teams, and produce detailed technical documentation.

The role requires 3-5 years in solution architecture or pre-sales, strong communication skills, and a track record of delivering large-scale cloud solutions.