Senior Manager Solution Architect

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada

Job Description

Posted Friday, July 24, 2026 at 4:00 AM

Role Summary
A major Canadian financial services organization is seeking a Senior Manager–level Solution Architect to lead the design of end‑to‑end AmazonConnect and agentic AI solution architectures. This architect will align business needs with secure, scalable, cloud‑native technologies and define integration patterns across contact‑center platforms, CRM, IVR, telephony, knowledge systems, analytics and enterprise applications. Acting as the central architecture lead, they will translate customer‑experience objectives into technical designs, facilitate solution‑design workshops, and partner with delivery, technical and client stakeholders to ensure successful implementation and value realization. Approximately 40% of the work will be on‑site (in person) with the remainder remote/onshore.

Key Responsibilities

• Design and deliver end‑to‑end AmazonConnect CCaaS and agentic AI solution architectures.
• Define integration patterns across contact‑center platforms, CRM, IVR, telephony, knowledge systems, analytics and enterprise applications.
• Translate business and customer‑experience objectives into scalable, secure technical architecture.
• Lead solution design workshops and architecture definition sessions with business, technical and delivery stakeholders.
• Assess current‑state contact‑center platforms, workflows and data flows and identify integration gaps.
• Create future‑state architectures, solution blueprints and implementation roadmaps.
• Ensure designs adhere to security, scalability, compliance and cloud‑native best practices.
• Provide architectural guidance to functional, technical and delivery teams, ensuring alignment between business strategy and technology.
• Work closely with client stakeholders to enable value realization from AmazonConnect and agentic AI solutions.

Must‑Have Requirements

• Extensive experience designing end‑to‑end solution architectures for AmazonConnect and agentic AI workflows.
• Demonstrated expertise defining integration patterns across contact‑center platforms, CRM, IVR, telephony and related enterprise systems.
• Strong background in cloud and systems integration with understanding of security, scalability and compliance.
• Deep knowledge of AmazonConnect and its integration with enterprise systems; experience with other CCaaS platforms (Genesys Cloud, NICECXone, Five9, Cisco, Avaya) remains valuable.
• Understanding of AI‑enabled or agentic workflows, virtual agents, automation and conversational AI.
• Ability to translate business and customer‑experience objectives into technical designs and to lead solution‑design workshops.
• Strong stakeholder management and executive‑level communication skills, with the ability to bridge business needs with technical architecture.
• Experience working with consulting or systems integration teams.
• Onshore availability with flexibility for approximately 40% in‑person collaboration.
• Experience delivering AI‑enabled contact‑center modernization programs or agentic AI solutions beyond AmazonConnect.
• Familiarity with CRM and knowledge‑management integration, analytics platforms and security best practices.
• Certifications in cloud architecture or contact‑center technologies.
• Experience working within regulated industries such as banking or insurance.
• Knowledge of emerging AI technologies and their application in customer‑service environments.

Ideal Candidate Profile
A senior solution architect with deep AmazonConnect expertise and broad understanding of contact‑center domains and AI‑enabled workflows. They excel at designing complex, scalable architectures, leading cross‑functional workshops and translating high‑level business objectives into actionable technical blueprints. They have strong stakeholder engagement and executive communication skills and can bridge business and technical teams to drive value realization. They should be willing to work onshore and spend approximately 40% of their time onsite with client stakeholders.

• Employee level: Senior Manager.
• Primary platform: AmazonConnect.
• Work location: Onshore, with approximately 40% in‑person work (remainder remote).

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada #J-18808-Ljbffr