Senior Manager, Solutions Architecture - Genesys CCaaS
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
TELUS Digital seeks a Senior Manager, Solutions Architecture for Genesys CCaaS to design cloud contact center solutions. You will lead technical pre-sales engagements, architect end-to-end solutions, and partner with sales teams.
Key Skills for This Role
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
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
Full Job Posting
Who We Are
- TELUS Digital is an award winning digital product consultancy and the digital division of TELUS.
- We design and deliver transformative customer experiences through cutting edge technology, agile thinking, and a people first culture.
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.
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
Compensation Range
- CACAD 224K CACAD 254K
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at TELUS Digital
Associate Principal, CX Application Strategy
Calgary, CAN
TELUS Digital seeks an Associate Principal, CX Application Strategist to drive digital and AI transformation initiatives in contact center operations. You will bridge strategy and technology, design AI-driven CX strategi
Associate Principal, AI & CX Solutions Strategist
Calgary, CAN
TELUS Digital is looking for an Associate Principal, AI & CX Solutions Strategist to drive digital and AI transformation initiatives across global contact center operations. The role bridges strategy and technology, desi
Strategy & Product Owner Conversational AI (Non-Technical)
Montreal, CAN
TELUS Digital is seeking a Strategy & Product Owner for Conversational AI Agents to drive the product vision and strategy for voice and chat AI on Google Gemini and Dialogflow CX platforms. You will own the backlog, cond
Strategy & Product Owner Conversational AI (Non-Technical)
Vancouver, CAN
TELUS Digital is seeking a Strategy & Product Owner for Conversational AI Agents to drive product vision and strategy for voice and chat AI platforms. This non-technical role requires experience with Google Dialogflow CX
Strategy & Product Owner Conversational AI (Non-Technical)
Calgary, CAN
TELUS Digital seeks a Strategy & Product Owner for Conversational AI Agents to drive product vision and strategy for voice and chat AI on Google Gemini Enterprise and Dialogflow CX. You will manage the product backlog, c
Strategy & Product Owner Conversational AI (Non-Technical)
Toronto, CAN
TELUS Digital is seeking a Strategy & Product Owner for Conversational AI Agents to drive the product vision and strategy for voice and chat AI platforms. You will define the feature roadmap, manage the product backlog,
Business Logic Expert (AI Community)
Abu Dhabi, UAE
TELUS Digital is seeking a Business Logic Expert to train AI models in real-world business practices. You will review AI-generated business communications for professional tone, fact-check strategies, and teach business
Program Manager, Delivery - CCaaS
Vancouver, CAN
TELUS Digital seeks an experienced Program Manager to lead contact center technology programs, partnering with engineering and product leaders. The role requires strong program management, client-facing skills, and exper
Associate Principal, CX Application Strategy
Calgary, CAN
Associate Principal, AI & CX Solutions Strategist
Calgary, CAN
Strategy & Product Owner Conversational AI (Non-Technical)
Montreal, CAN
Strategy & Product Owner Conversational AI (Non-Technical)
Vancouver, CAN
Strategy & Product Owner Conversational AI (Non-Technical)
Calgary, CAN
Strategy & Product Owner Conversational AI (Non-Technical)
Toronto, CAN
Business Logic Expert (AI Community)
Abu Dhabi, UAE
Program Manager, Delivery - CCaaS
Vancouver, CAN