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

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

Senior Manager, Solutions Architecture – Genesys CCaaS

Key skills