Associate Director, IT/Cloud Consulting, Contact Center Consultant

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

We are seeking a highly skilled and experienced Service Desk and Contact Center Technical Expert to join our team. The ideal candidate will have deep technical expertise in tools such as ServiceNow, Amazon Connect, Genesys, Virtual Agent, and Generative AI implementation or other major contact center expertise. This role involves leading the modernization and optimization of our service desk and contact center operations to enhance customer engagement and operational efficiency.

Key Responsibilities:

• Lead the delivery of consulting engagements for Digital Workplace technologies and platforms, focusing on IT Support Services, Service Desk modernization, and Contact Center modernization.
• Develop and implement complex solutions, including strategy and roadmap design, architecture deployment, and continuous improvement initiatives.
• Conduct client workshops, capability assessments, maturity assessments, and develop strategies and roadmaps for service desk and contact center solutions.
• Migrate and implement solutions, ensuring seamless integration and adoption of new technologies.
• Provide technical expertise in ServiceNow, Amazon Connect, Genesys, Virtual Agent, and Generative AI implementation or other major contact center expertise to drive innovation and transformation.
• Design and lead the migration and modernization of on-premises contact center solutions to cloud-based platforms.
• Collaborate with cross-functional teams to identify opportunities for innovation and transformation in service desk and contact center operations.
• Ensure the continuous training and optimization of virtual agents and AI-driven solutions to enhance customer service capabilities.
• Stay up-to-date with the latest industry trends and best practices in service desk and contact center technologies.

Your Future at Kyndryl:

As an IT/Cloud Consultant at Kyndryl you will join the Kyndryl Consultant Profession, working with other Kyndryl Consultants, Architects, Project Managers, and cross-functional Technical Subject Matter Experts – presenting unlimited opportunities with unmatched support through our investment in your learning, training, and career growth.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies.  Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

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 Skills and Experience:

• Proven experience in IT Support Services, Service Desk modernization, and Contact Center modernization.
• Deep technical expertise in ServiceNow, Amazon Connect, Genesys, Virtual Agent, and Generative AI implementation.
• Strong understanding of call flows, IVR trees, email and chat channel designs, and contact center operations.
• Hands-on experience with Amazon Connect and Amazon Lex, including setting up pilots and proof of concepts.
• Experience with intent analysis and conversational chatbots.
• Proficiency in building and implementing Amazon Connect CCaaS solutions.