AI Solution Architect designing Azure - based agentic and machine learning solutions for a Canadian financial institution. Translating business requirements into secure, scalable cloud architectures.
TD
Manager, Solutions Architecture – Amazon Connect, Zendesk
Posted 2 hours ago
About the role
- Manager designing Amazon Connect and Zendesk cloud contact center architectures for TELUS Digital. Leading technical pre-sales, demonstrations, proofs of concept, and customer solution engagements.
Responsibilities
- Design comprehensive contact center architectures leveraging Amazon Connect and Zendesk platform capabilities
- 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
- Provide 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
- Provide technical guidance to internal teams and customers
- Work with teams across TELUS Digital to include Data & AI and digital product development technologies in client solutions
Requirements
- 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 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
- Bachelor's degree in Computer Science, Information Technology, or related field (bonus point, not required)
- AWS certifications (Solutions Architect, DevOps Engineer) (bonus point)
- Hands-on experience with the Zendesk platform or similar customer engagement solutions (bonus point)
- Knowledge of AI and machine learning applications in customer experience (bonus point)
- Experience with API integrations and data migration processes (bonus point)
- Understanding of telecommunications protocols and voice technologies (bonus point)
- Familiarity with agile methodologies and project management practices (bonus point)
Benefits
- Hybrid or remote work flexibility
- Work From Near (Hybrid) offices in Toronto or Vancouver
- Work From Anywhere (Remote) consideration
- Inclusive and diverse workplace
- Equal opportunity employment
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