Manager, Solutions Architecture – Amazon Connect, Zendesk

TELUS Digital

. Design comprehensive contact center architectures leveraging Amazon Connect and Zendesk platform capabilities .

Posted 10/5/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$186,000 - CA$222,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing comprehensive contact center architectures using Amazon Connect and Zendesk, with a strong focus on cloud technologies and customer engagement solutions. Proven ability to provide technical leadership and guidance while collaborating with sales and delivery teams to create effective solutions.

Highest-signal resume keywords

Solution ArchitectureAmazon ConnectZendesk Contact CenterCloud TechnologiesPre-Sales Engineering

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Solution ArchitectureCloud Solutions ImplementationAPI IntegrationsData MigrationOmni-Channel Customer Engagement

Soft Skills

Excellent CommunicationAnalytical SkillsProblem-Solving Skills

Tools & Technologies

Amazon ConnectZendeskAWS ServicesCRM Systems

Certifications & Qualifications

AWS Solutions ArchitectAWS DevOps Engineer

Industry Keywords

Contact Center OperationsTelecommunications ProtocolsVoice TechnologiesAgile Methodologies

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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