telus-digital - Senior Manager, Solutions Architecture - Genesys CCaaS
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Requirements
• 5+ years of experience in solutions architecture, pre-sales engineering, or technical consulting within cloud and contact center technologies • Strong expertise in Genesys Cloud CX (Genesys CCaaS), including architecture, integrations, and platform capabilities • Experience with CRM systems (e.g., Salesforce, Zendesk, Microsoft Dynamics) and omni-channel customer engagement platforms • Strong understanding of contact center operations, including routing, IVR, workforce engagement, and reporting/analytics • Excellent communication skills with the ability to translate complex technical concepts for both technical and business audiences • Proven experience designing and positioning large-scale, enterprise cloud solutions • Strong analytical and problem-solving skills with attention to detail • Bachelor’s degree in Computer Science, Information Technology, or a related field • Genesys Cloud CX certifications (e.g., Architect, Developer, or Professional certifications) • Experience migrating legacy contact centers to Genesys CCaaS • Knowledge of AI-driven capabilities such as virtual agents, speech analytics, and predictive routing • Hands-on experience with APIs, integrations, and data migration strategies • Understanding of telephony, SIP, and voice infrastructure in cloud environments • Familiarity with agile delivery methodologies and modern DevOps practices
Responsibilities
• Lead technical pre-sales engagements from discovery through solution design, including client workshops, platform demonstrations, and proofs of concept • Architect end-to-end cloud contact center solutions leveraging Genesys Cloud CX capabilities across voice, digital, workforce engagement, and AI-driven customer experience • Partner with sales and delivery teams to scope, estimate, and propose solutions, providing technical leadership throughout the sales cycle • Build, maintain, and present world-class demos for a variety of verticals (i.e., Finance, Healthcare, Telco, and Consumer). • Design scalable, secure, and resilient architectures that integrate Genesys CCaaS with CRM systems, data platforms, and third-party applications • Develop detailed solution designs, architecture diagrams, and technical documentation for complex enterprise environments • Stay current on Genesys platform enhancements, CCaaS market trends, and emerging technologies (AI, automation, analytics) • Collaborate across TELUS Digital to incorporate broader capabilities such as Data & AI, automation, and digital product development into client solutions
Benefits
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