Senior Manager, Solutions Architecture

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility

Our Amazon Connect & Zendesk Solutions Architects are an integral part of our TELUS Digital team. To help retain our deep culture of collaboration, this role will prioritize candidates who can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in 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

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.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy.

What We\'ll Offer

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

• Healthcare benefits - Medical, Vision, Dental (Including an 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

#J-18808-Ljbffr

---