Senior Manager, Solutions Architecture - Genesys CCaaS

Responsibilities

• Lead technical pre-sales engagements from discovery through solution design, including client workshops, platform demonstrations, and proofs of concept
• Architect end-to-end cloud contact center solutions leveraging Genesys Cloud CX capabilities across voice, digital, workforce engagement, and AI-driven customer experience
• Partner with sales and delivery teams to scope, estimate, and propose solutions, providing technical leadership throughout the sales cycle
• Build, maintain, and present world-class demos for a variety of verticals (i.e., Finance, Healthcare, Telco, and Consumer)
• Design scalable, secure, and resilient architectures that integrate Genesys CCaaS with CRM systems, data platforms, and third-party applications
• Develop detailed solution designs, architecture diagrams, and technical documentation for complex enterprise environments
• Stay current on Genesys platform enhancements, CCaaS market trends, and emerging technologies (AI, automation, analytics)
• Collaborate across TELUS Digital to incorporate broader capabilities such as Data & AI, automation, and digital product development into client solutions

Qualifications

• 5+ years of experience in solutions architecture, pre-sales engineering, or technical consulting within cloud and contact center technologies
• Strong expertise in Genesys Cloud CX (Genesys CCaaS), including architecture, integrations, and platform capabilities
• Experience with CRM systems (e.g., Salesforce, Zendesk, Microsoft Dynamics) and omni-channel customer engagement platforms
• Strong understanding of contact center operations, including routing, IVR, workforce engagement, and reporting/analytics
• Excellent communication skills with the ability to translate complex technical concepts for both technical and business audiences
• Proven experience designing and positioning large-scale, enterprise cloud solutions
• Strong analytical and problem-solving skills with attention to detail
• Bachelor’s degree in Computer Science, Information Technology, or a related field

Bonus Points

• Genesys Cloud CX certifications (e.g., Architect, Developer, or Professional certifications)
• Experience migrating legacy contact centers to Genesys CCaaS
• Knowledge of AI-driven capabilities such as virtual agents, speech analytics, and predictive routing
• Hands-on experience with APIs, integrations, and data migration strategies
• Understanding of telephony, SIP, and voice infrastructure in cloud environments
• Familiarity with agile delivery methodologies and modern DevOps practices

Pay

Compensation Range: $180K - $224K