Contact Center Voice Technology Leader
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
Key Responsibilities
Domain Leadership
- Own end-to-end Contact Centre Technology domain delivery and governance.
- Define technology roadmap and transformation initiatives aligned with business objectives.
- Drive innovation, automation, AI adoption, and optimisation initiatives within the Contact Centre landscape.
- Act as the senior escalation point for major incidents and business-critical events.
Operations Management
Lead and govern:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Release Management
- Capacity Management
- Availability Management
- Major Incident Management
- Disaster Recovery and Business Continuity Planning
Key Deliverables:
- Service availability and SLA compliance
- RCA governance and problem elimination
- Change success rate improvement
- Risk and compliance management
- Performance reporting and service reviews
Technical Leadership
Provide architecture oversight, solution design, implementation governance, and operational support for:
Avaya Platforms
- Avaya Communication Manager (CM)
- Avaya CMS
- Avaya AES
- Avaya Messaging Solutions (AMS)
- Avaya Session Manager (SM)
- Avaya System Manager (SMGR)
- Avaya Enterprise Survivable Server (ESS)
- Avaya Aura Application Manager (AAM)
Cloud Contact Centre Platforms
- Amazon Connect (AWS Connect)
- Genesys Cloud / Genesys CCaaS
Call Recording & Quality Platforms
- Verint Call Recording
- NICE Recording Solutions
- Calabrio Call Recording
Contact Centre Ecosystem Technologies
- Aquen Dialer
- PinDrop
- SoliCall
- Conversational AI Platforms
- Workforce Optimisation Integrations
- Voice Analytics Solutions
- Contact Centre Integrations and Middleware
Solution Architecture & Engineering
- Design and implement enterprise-scale Contact Centre technology solutions.
- Lead migration and modernisation initiatives from on-premise to cloud platforms.
- Architect highly available, resilient, and scalable contact centre environments.
- Evaluate emerging technologies and establish best practices.
- Drive integrations across telephony, CRM, workforce management, recording, analytics, and AI platforms.
- Ensure security, compliance, and governance requirements are met.
Team Management
- Lead global Contact Centre engineering and operations teams.
- Manage L1, L2, L3 and SME resources.
- Drive team development, mentorship, succession planning, and technical capability building.
- Establish operational KPIs, performance metrics, and service improvement plans.
- Conduct hiring, resource planning, and workforce optimisation.
Stakeholder & Vendor Management
- Build trusted relationships with executive stakeholders, business leaders, operations leaders, and customers.
- Lead executive governance reviews and steering committee meetings.
- Manage OEM and vendor relationships.
- Provide strategic recommendations for technology investments and service improvements.
- Manage customer expectations and critical business escalations.
Who You Are
Required Experience
Mandatory
- 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.
Technical Skills Requirements
Expert Level
- Amazon Connect
- Avaya Aura Suite
- Avaya CM
- Avaya CMS
- Avaya AES
- Avaya Session Manager
- Avaya System Manager
- Avaya ESS
- Verint Recording
- NICE Recording
- Calabrio Recording
- Genesys Cloud / Genesys CCaaS
Strong Working Knowledge
- Contact Centre Architecture
- SIP Protocols
- SBC Technologies
- Voice Recording Platforms
- Workforce Optimisation
- Telephony Infrastructure
- Routing and Dial Plans
- Disaster Recovery and High Availability
- API Integrations
- Cloud Technologies
- Vendor Management
Qualifications
Education
- Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
- Master's Degree preferred.
Preferred Certifications
AWS
- AWS Certified Solutions Architect Associate / Professional
- AWS Certified Advanced Networking Specialty
Amazon Connect
- Amazon Connect Technical Certifications
- AWS Contact Centre Specialty Training
Avaya
- Avaya Certified Specialist
- Avaya Certified Professional
- Avaya Solution Architect Certifications
Genesys
- Genesys Cloud CX Professional
- Genesys Cloud CX Architect
NICE / Verint / Calabrio
- Platform-specific Administration or Professional Certifications
Service Management
- ITIL v4 Foundation / Managing Professional
Success Measures (KPIs)
- Service Availability ≥ 99.95%
- Major Incident Reduction
- SLA Compliance Achievement
- Change Success Rate
- MTTR Reduction
- Customer Satisfaction (CSAT)
- Operational Cost Optimisation
- Automation Adoption
- Team Capability Development
- Transformation Milestone Achievement
Preferred Candidate Profile
- Strong executive presence and communication skills.
- Ability to engage and influence C-level stakeholders.
- Proven ability to manage highly complex global operations.
- Strong analytical and problem-solving capabilities.
- Experience driving digital transformation and cloud adoption initiatives.
- Demonstrated leadership of multi-vendor environments.
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.