Location & Flexibility This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Toronto or Vancouver. Candidates who need to Work From Anywhere (Remote) will also be considered.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.ResponsibilitiesLead technical pre‑sales engagements from discovery through solution design, including client workshops, platform demonstrations, and proofs of conceptArchitect end‑to‑end cloud contact center solutions leveraging Genesys Cloud CX capabilities across voice, digital, workforce engagement, and AI‑driven customer experiencePartner with sales and delivery teams to scope, estimate, and propose solutions, providing technical leadership throughout the sales cycleBuild, maintain, and present world‑class demos for a variety of verticals (Finance, Healthcare, Telco, and Consumer)Design scalable, secure, and resilient architectures that integrate Genesys CCaaS with CRM systems, data platforms, and third‑party applicationsDevelop detailed solution designs, architecture diagrams, and technical documentation for complex enterprise environmentsStay 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 solutionsQualifications5+ years of experience in solutions architecture, pre‑sales engineering,



or technical consulting within cloud and contact center technologiesStrong expertise in Genesys Cloud CX (Genesys CCaaS), including architecture, integrations, and platform capabilitiesExperience with CRM systems (Salesforce, Zendesk, Microsoft Dynamics) and omni‑channel customer engagement platformsStrong understanding of contact center operations, including routing, IVR, workforce engagement, and reporting/analyticsExcellent communication skills with the ability to translate complex technical concepts for both technical and business audiencesProven experience designing and positioning large‑scale, enterprise cloud solutionsStrong analytical and problem‑solving skills with attention to detailBachelor’s degree in Computer Science, Information Technology, or a related fieldBonus PointsGenesys Cloud CX certifications (e.G., Architect, Developer, or Professional certifications)Experience migrating legacy contact centers to Genesys CCaaSKnowledge of AI‑driven capabilities such as virtual agents, speech analytics, and predictive routingHands‑on experience with APIs, integrations, and data migration strategiesUnderstanding of telephony, SIP, and voice infrastructure in cloud environmentsFamiliarity with agile delivery methodologies and contemporary DevOps practicesEqual 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.Compensation Range: CA$224K - CA$254K#J-18808-Ljbffr

📌 Senior Manager, Solutions Architecture - Genesys Ccaas - C$224,000 - C$254,000 A Year (Calgary)
🏢 TELUS Digital
📍 Calgary