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.