Lead Solutions Architect, Cloud Contact Center

TELUS Digital; United States; Hybrid; USD 120,000 - 160,000; Full time

Job summary

TELUS Digital is seeking a Manager, Solutions Architecture for Amazon Connect to design and architect cloud contact center solutions. This pre-sales role blends deep technical expertise with customer engagement to satisfy complex requirements and support the sales journey.

Based in one of several US offices, the role requires hands-on design work, collaboration with sales and delivery, and ongoing learning about AWS, Zendesk, and data-driven customer experiences.

Qualifications

• 3-5 years 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 to explain complex technical concepts to 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

Cloud AWS

CRM Systems

Communication

Education

Bachelor's degree

Tools

Zendesk

Amazon Connect

AWS

Job description

TELUS Digital is seeking a Manager, Solutions Architecture for Amazon Connect to design and architect cloud contact center solutions. This pre-sales role blends deep technical expertise with customer engagement to satisfy complex requirements and support the sales journey.

Based in one of several US offices, the role requires hands-on design work, collaboration with sales and delivery, and ongoing learning about AWS, Zendesk, and data-driven customer experiences.