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 Welcome to TELUS Digital an award?winning digital product consultancy that designs and delivers transformative customer experiences through cutting?edge technology and a people?first culture. Location & Flexibility Work from Hybrid in Boston, MA; Columbus, OH; Charlottesville, VA; or Durham, NC, or Work from Anywhere (Remote) with travel to client and TELUS Digital solutions offices as required. 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. 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. Equal Opportunity Employer 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, including the decision to hire and promote, are based on applicants qualifications, merits, competence and performance without regard to any characteristic related to diversity. What Well 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 unique to each candidate, 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. To drive ongoing pay equity for team members, TELUS Digital conducts regular compensation audits. USA Pay Range $185,000 - $200,000 USD Seniority level - Mid?Senior level Employment type - Full?time Job function - Engineering and Information Technology Industry - IT Services and IT Consulting #J-18808-Ljbffr