TELUS Digital
TELUS Digital
201 – 500 Employees
ConsultingLogisticsMarketing
TELUS Digital is a digital consultancy that helps global brands develop AI-enabled digital experiences and platforms. Its multidisciplinary teams bring together human-centered design, UX research, software engineering, architecture, data science, generative AI, digital marketing, and product delivery. The company also develops Fuel iX™, an enterprise generative AI engine designed to help organizations move AI initiatives into production. TELUS Digital’s hiring approach emphasizes collaboration, global opportunities, and accessibility.

Manager, Solutions Architecture – Amazon Connect & Zendesk (Toronto Hybrid) | TELUS Digital

Lead cloud contact center solution architecture for TELUS Digital, specializing in Amazon Connect and Zendesk. Guide technical pre-sales through demonstrations, proofs of concept, and customer solution design.

Description

  • Architect end-to-end contact center solutions using Amazon Connect and Zendesk capabilities
  • Guide pre-sales work from discovery and solution design through demonstrations, proofs of concept, and technical workshops
  • Collaborate with sales and delivery teams to scope, estimate, and develop proposals throughout the sales cycle
  • Lead the technical direction of customer engagements
  • Develop detailed solution architectures and technical documentation for complex customer environments
  • Track developments in Amazon Connect, Zendesk, and the wider cloud contact center market
  • Advise internal teams and customers on technical solutions
  • Collaborate across TELUS Digital to integrate Data & AI and digital product development technologies into client solutions

Requirements

  • 3–5 years of experience in solution architecture, pre-sales engineering, or technical consulting focused on cloud technologies
  • Strong knowledge of Zendesk Contact Center, Amazon Connect, AWS services, or comparable cloud contact center platforms
  • Experience with CRM systems, omnichannel customer engagement platforms, and contact center operations
  • Strong communication skills and the ability to present complex technical ideas to both technical and non-technical audiences
  • Demonstrated success designing and implementing large-scale cloud solutions
  • Strong analytical and problem-solving abilities with close attention to detail
  • Bachelor’s degree in Computer Science, Information Technology, or a related discipline is preferred but not required
  • AWS certifications such as Solutions Architect or DevOps Engineer are advantageous
  • Practical experience with Zendesk or a comparable customer engagement platform is advantageous
  • Knowledge of AI and machine learning use cases in customer experience is advantageous
  • Experience with API integrations and data migration is advantageous
  • Knowledge of telecommunications protocols and voice technologies is advantageous
  • Familiarity with agile methods and project management practices is advantageous

Benefits

  • Flexible hybrid or remote working options
  • Access to Work From Near hybrid offices in Toronto or Vancouver
  • Consideration for Work From Anywhere remote arrangements
  • Inclusive and diverse workplace
  • Equal opportunity employment

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