Senior Manager, Solutions Architecture - Genesys CCaaS
Who We Are Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Enterprise Technology, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Location & Flexibility This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Toronto or Vancouver. We are still willing to consider candidates who need to Work From Anywhere (Remote). The Opportunity The Senior Manager, Solutions Architecture for Genesys CCaaS is a technical pre-sales role responsible for designing and architecting modern cloud contact center solutions leveraging Genesys Cloud CX and integrated customer experience platforms. This position combines deep technical expertise with strong client engagement skills to develop innovative, scalable solutions that address complex business requirements while supporting the sales lifecycle end-to-end.
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 Qualifications 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 Bonus Points 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 Equal Opportunity Employer At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.