Senior Manager, Solutions Architecture (Amazon Connect & Zendesk) Job at TELUS D

Senior Manager, Solutions Architecture (Amazon Connect & Zendesk)

Join to apply for the Senior Manager, Solutions Architecture (Amazon Connect & Zendesk) role at TELUS Digital

Role overview and team context for TELUS Digital, a digital product consultancy and the digital division of TELUS, a large Canadian telecommunications provider. TELUS Digital designs and delivers customer experiences through technology, agile processes, and a people-first culture with a global presence across North America, South America, Central America, Europe, and APAC.

Location & Flexibility
Our Amazon Connect & Zendesk Solutions Architects are part of the TELUS Digital team. This role prioritizes candidates who can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). Location options: Boston, MA; Charlottesville, VA; Columbus, OH; or Durham, NC. We are also open to candidates based remotely in the US.

The Opportunity
The Amazon Connect/Zendesk Solutions Architect is a technical pre-sales role responsible for designing and architecting cloud contact center solutions with Amazon Connect. 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.

Responsibilities

• Lead technical pre-sales engagements from discovery through solution design, including demonstrations, proofs of concept, and technical workshops
• Design comprehensive contact center architectures leveraging Amazon Connect and Zendesk platform capabilities to meet customer requirements
• Collaborate with sales teams 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 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

Qualifications

• 5+ years of experience in solution architecture, pre-sales engineering, or technical consulting in cloud technologies
• Strong understanding of Amazon Connect, AWS services, and cloud contact center technologies
• Experience with CRM systems, omni-channel customer engagement platforms, and contact center operations
• Excellent communication skills with 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

Bonus Points

• AWS certifications (Solutions Architect, DevOps Engineer)
• Hands-on experience with 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

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to a diverse and inclusive workplace. All aspects of employment are based on qualifications, merits, competence and performance without regard to diversity characteristics. We will only use information provided to process your application and to produce tracking statistics. We do not request sensitive personal data. For information on how we use your information, see our Privacy Policy.

What We\'ll Offer

In addition to a great culture and opportunities for growth, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental (including option for 100% coverage of individual employee premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Assistance Program (EAP)
• And more
• Compensation is based on factors such as skill, experience, qualifications, and interview-based decisions. Pay ranges are reviewed periodically to reflect market trends and internal needs.

USA Pay Range: $185,000 — $200,000 USD

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and Information Technology
• Industries: IT Services and IT Consulting