Senior Manager, Solutions Architecture – CCaaS

This is a fully remote position, open to applicants in Canada.

📋 Description

• Direct technical pre-sales activities from initial discovery to solution design, which includes client workshops, platform demonstrations, and proof of concept sessions.

• Design end-to-end cloud contact center solutions utilizing Genesys Cloud CX features encompassing voice, digital communication, workforce engagement, and AI-enhanced customer experience.

• Collaborate with sales and delivery teams to define, estimate, and propose solutions, offering technical guidance throughout the sales process.

• Create, maintain, and showcase world-class demonstrations tailored for various industries (such as Finance, Healthcare, Telecommunications, and Consumer Services).

• Develop scalable, secure, and resilient architectures that integrate Genesys CCaaS with CRM systems, data platforms, and third-party applications.

• Generate detailed solution designs, architecture diagrams, and technical documentation for complex enterprise settings.

• Keep abreast of enhancements in the Genesys platform, trends in the CCaaS market, and emerging technologies such as AI, automation, and analytics.

• Work collaboratively across TELUS Digital to integrate broader capabilities like Data & AI, automation, and digital product development into client solutions.

⛳️ Requirements

• Over 5 years of experience in solutions architecture, pre-sales engineering, or technical consulting focused on cloud and contact center technologies.

• Profound expertise in Genesys Cloud CX (Genesys CCaaS), including its architecture, integrations, and platform functionalities.

• Familiarity with CRM systems (e.g., Salesforce, Zendesk, Microsoft Dynamics) and omni-channel customer engagement platforms.

• Strong grasp of contact center operations, including routing, IVR, workforce engagement, and reporting/analytics.

• Exceptional communication abilities to convey complex technical concepts to both technical and non-technical audiences.

• Demonstrated experience in designing and positioning large-scale, enterprise-level cloud solutions.

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

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

🏝️ Benefits

• Health insurance

• Flexible work hours

• Professional development

• Remote work options