Job Description

Description
Position Overview
The CCaaS (Contact Center as a Service) Architect is responsible for designing, implementing, and optimizing cloud-based contact center solutions to enhance customer experience, streamline operations, and meet business objectives. This role involves collaborating with cross-functional teams, including IT, customer service, and business stakeholders, to architect scalable and secure CCaaS platforms. The CCaaS Architect will leverage expertise in cloud technologies, contact center operations, and integration to deliver innovative solutions.
Key Responsibilities

• Solution Design: Architect and design CCaaS solutions tailored to business requirements, ensuring scalability, reliability, and performance
• Platform Implementation: Lead the deployment and configuration of CCaaS platforms, integrating with CRM, ERP, and other enterprise systems
• Technical Leadership: Provide guidance to development and operations teams on best practices for CCaaS implementation and maintenance
• Stakeholder Collaboration: Work with business leaders to understand customer experience goals and translate them into technical requirements
• Optimization: Monitor and optimize contact center performance, including call routing, IVR systems, omnichannel integration, and analytics
• Security and Compliance: Ensure CCaaS solutions comply with industry standards (e.g., PCI-DSS, GDPR, HIPAA) and maintain robust security protocols
• Vendor Management: Collaborate with CCaaS vendors (e.g., AWS Connect, Genesys Cloud, Five9) to evaluate features, negotiate contracts, and ensure service quality
• Documentation and Training: Create detailed technical documentation and provide training to internal teams on CCaaS systems and processes
• Innovation: Stay updated on emerging CCaaS technologies, AI-driven tools (e.g., chatbots, sentiment analysis), and industry trends to recommend improvements

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree or relevant certifications (e.g., AWS Certified Solutions Architect, CCNP Collaboration) preferred
• Experience:

• 5+ years of experience in contact center architecture, cloud-based solutions, or related roles
• Proven experience designing and implementing CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, Five9, or similar)
• Hands-on experience with cloud infrastructure (AWS, Azure, Google Cloud) and integrations with CRM platforms (e.g., Salesforce, Zendesk)
• Technical Skills:

• Proficiency in cloud architecture, APIs, and microservices
• Knowledge of contact center technologies, including IVR, ACD, CTI, and omnichannel solutions
• Familiarity with programming/scripting (e.g., Python, JavaScript) for automation and customization
• Understanding of VoIP, SIP, WebRTC, and telephony protocols
• Soft Skills:

• Strong problem-solving and analytical skills
• Excellent communication and stakeholder management abilities
• Ability to work in a fast-paced, collaborative environment

Preferred Qualifications

• Experience with AI and machine learning applications in contact centers (e.g., natural language processing, predictive analytics)
• Familiarity with DevOps practices and tools (e.g., CI/CD pipelines, Kubernetes)
• Prior experience in Agile or Scrum methodologies
• Industry certifications such as TOGAF, ITIL, or PMP

Work Environment

• Location: [Remote/On-site/Hybrid, specify location if applicable]
• Travel: Occasional travel may be required for client meetings or vendor engagements
• Reports To: [Director of IT, Customer Experience Lead, or relevant position]

The starting salary for this position is standardized for all new hires, ensuring equitable compensation across incoming team members in this role.
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.
Salary Range: $67,000-$101,000
Performance Bonus or Sales Incentive Plan: 12%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more ...

A bit about us
We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You'll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We're committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you're helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
Technology Solutions
We're into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.
We are honoured to be recognized
5G
TELUS's fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications
6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.
1
Million active users logging into My TELUS per month (consumer mobility).
Accessibility
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.
We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Skills Required