Manager, Solutions Architecture (Amazon Connect & Zendesk)

📋 Description

• Design comprehensive contact center architectures leveraging Amazon Connect and Zendesk platform
• Support pre-sales engagements from discovery through solution design, including demonstrations
• Partner with sales and delivery teams to scope, estimate, and propose solutions during the sales
• Create detailed solution architectures and technical documentation for complex customer
• Stay current with Amazon Connect features, Zendesk product updates, and broader cloud contact
• Work with teams across TELUS Digital to include leading technologies and approaches in client

🎯 Requirements

• 3-5 years of experience in solution architecture, pre-sales engineering, or technical consulting in
• Strong understanding of Zendesk Contact Center, Amazon Connect, AWS services, or other cloud
• Experience with CRM systems, omni-channel customer engagement platforms, and contact center
• Excellent communication skills with the ability to explain complex technical concepts to both
• Proven track record of designing and implementing large-scale cloud solutions.
• Strong analytical and problem-solving skills with attention to detail.

🎁 Benefits

• 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