Senior Manager, Solutions Architecture – Genesys CCaaS

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

📋 Description

• Spearhead technical pre-sales initiatives from initial discovery to solution design, which includes client workshops, platform demonstrations, and proofs of concept.

• Design comprehensive cloud contact center solutions utilizing Genesys Cloud CX features across voice, digital, workforce engagement, and AI-enhanced customer experiences.

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

• Create, sustain, and showcase exceptional demonstrations for various industries (e.g., Finance, Healthcare, Telecommunications, and Consumer).

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

• Produce detailed solution designs, architecture diagrams, and technical documentation for complex enterprise environments.

• Keep updated on Genesys platform improvements, CCaaS market dynamics, and emerging technologies (AI, automation, analytics).

• Work collaboratively across TELUS Digital to blend 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 in the realm of cloud and contact center technologies.

• Profound knowledge of Genesys Cloud CX (Genesys CCaaS), encompassing architecture, integrations, and platform functionalities.

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

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

• Outstanding communication abilities with a knack for simplifying complex technical concepts for 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 a keen attention to detail.

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

🏝️ Benefits

• Flexible working arrangements.

• Professional development opportunities.