Manager, Solutions Architecture (Zendesk/Amazon Connect)

About the role

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

This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. We are prioritizing candidates who are willing to be based in one of our offices, but we are still willing to consider candidates who need to Work From Anywhere (Remote).

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.

Qualifications

• 3-5 years of experience 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 with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Proven track record of designing and implementing large-scale cloud solutions.