Leader Contact Center Voice Technology

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role This role will be responsible for ensuring service availability, operational excellence, technology transformation, stakeholder alignment, vendor management, and continuous improvement across all Contact Centre technology platforms. What You do

• Lead and manage enterprise Contact Center technology platforms and operations.
• Oversee Avaya, Amazon Connect, Genesys Cloud, and related contact center solutions.
• Drive technology modernization, cloud migration, automation, and AI transformation initiatives.
• Ensure high availability, performance, security, and SLA compliance across contact center environments.
• Manage major incidents, escalations, service improvements, and operational governance.
• Lead global engineering and operations teams while partnering with business and executive stakeholders Key Responsibilities
• Own end-to-end Contact Center Technology delivery, operations, and governance.
• Define technology roadmaps and lead transformation initiatives.
• Manage Incident, Problem, Change, Release, Capacity, and Availability Management processes.
• Drive service availability, SLA achievement, RCA governance, and risk management.
• Provide technical leadership across Avaya, Amazon Connect, Genesys Cloud, Verint, NICE, and Calabrio platforms.
• Lead contact center cloud migration and modernization programs.
• Design scalable, resilient, and highly available contact center solutions.
• Oversee integrations with CRM, workforce management, recording, analytics, and AI platforms.
• Lead Major Incident Management and business-critical escalations.
• Manage global L1/L2/L3 engineering and support teams. Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit. Who You Are You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Technical and professional Experience
• 15+ years of overall IT experience.
• 10+ years managing Contact Centre technologies in large enterprise or BPO environments.
• Experience supporting Contact Centre operations with 50,000+ users across multiple global locations .
• Prior experience working with Domestic Contact Centre operations and customers .
• Strong leadership experience managing global technical teams.
• Proven experience in large-scale Contact Centre transformation programs.
• Demonstrated experience designing, implementing, and maintaining Contact Centre solutions. Preferred Technical and Professional Experience
• Experience with Conversational AI and Contact Center Automation.
• Exposure to Workforce Optimization (WFO) solutions.
• Experience with Voice Analytics platforms.
• Knowledge of PinDrop, SoliCall, Aquen Dialer, and related ecosystem tools.
• Experience implementing AI-powered virtual agents and chatbots.
• ITIL Foundation/Expert Certification.
• Experience leading large-scale Contact Center transformation programs.
• Knowledge of CCaaS modernization initiatives Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.