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

Overview

Welcome to TELUS Digital — where innovation drives impact at a global scale. TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS. We design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. Our global team offers end-to-end expertise across Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. We enable seamless, trusted, and digitally powered experiences backed by TELUS’ scale.

Location & Flexibility

The Amazon Connect & Zendesk Solutions Architects are an integral 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 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

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

What We’ll Offer

• Healthcare benefits - Medical, Vision, Dental (including option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Assistance Program (EAP)
• And more!
• Individual compensation is based on various factors including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. TELUS Digital conducts regular compensation audits to support pay equity.

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

Equal Opportunity

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. See our Privacy Policy for more information.