Manager, Solutions Architecture for Amazon Connect

The Opportunity

The Manager, Solutions Architecture for Amazon Connect is a technical pre-sales role responsible for designing and architecting cloud contact center solutions with Zendesk Contact Center and/or Amazon Connect solutions. 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

• 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 integrate 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.

• Strong analytical and problem-solving skills with attention to detail.

Bonus Points

• Bachelor's degree in Computer Science, Information Technology, or related field.

• AWS certifications (Solutions Architect, DevOps Engineer).

• Hands-on experience with the 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.