Associate Director, IT/Cloud Consulting, Amazon Connect Contact Center

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

This role is for you if you are passionate about modernizing the infrastructure and creating an exceptional employee experience – making their modern work life easier, simpler, more unified, and more secure. We are looking for people with strong consulting experience and technical acumen for all things Modern Workplace and End User Experience is our North Star in all that we do!

You will join our Kyndryl Consult organization and help deliver Cloud first, Remote first, Digital first solutions at scale and enhance resilience and security for our customers while optimizing costs.

You will Deliver consulting engagements for one or more of our Digital Workplace technologies and Platforms. As a IT Support Services Consultant and/or Service Desk modernization Consultant including Contact Center modernization, you will develop solutions that solve unique business needs and enable modern hybrid work technology.

Primary duties may include, but are not limited to:

• Lead role in the delivery of client consulting engagements for Digital Workplace including client workshops, capability assessments, maturity assessments, strategies, roadmaps, Migrate and implement complex solutions (Envision – strategy and roadmap, Design the architecture, Deploy, Implement, Accelerate Adoption, Evolve, continuous improvement).

  • Data Gathering & Analysis

  • Identifying Opportunities to Innovate & Transform

  • Conduct Workshops & Assessments

  • Journey Mapping

  • Gap Analysis

  • Build Future-state Strategies and Roadmaps (people, process, technology)

  • Advisory Solutioning & Proposals

  • Support/Create Business Case

  • Benchmarking

• Perform analysis of client’s current state, define desired outcomes, define/revise user experience strategies, design conceptual solutions/plans/roadmaps that drive the adoption of relevant emerging technologies, automation, and improved processes onto the client’s organization.

• Lead consulting engagement teams: structure and lead requirements analysis, plan for milestones, manage engagement outcomes, and oversee project team members to manage toward engagement outcomes.

• Articulate engagement findings, designs, recommendations, and roadmaps at executive levels. Deliver storyboard presentations to gain client commitment and buy-in.

• Contribute to the consulting knowledge base and methods with technique papers, work product descriptions, guiding principles, documents, and further the evolution of intellectual capital assets.

• Design, develop and deploy omni-channel customer experiences using Amazon Connect, including developing proprietary tools and services to extend the Connect platform

• This role involves working closely with clients and business teams to develop scalable and robust contact center systems that enhance customer experience

• Document architectures and procedures ensuring that they meet all applicable compliance requirements

• Support continuous improvement by investigating alternatives and technologies which improve the efficiency of the contact center

• Stay up-to-date with the latest updates and features from Amazon Connect and other AWS services

• Prepare and conduct presentations and demonstrations to clients to showcase system functionality and features

• Ensure compliance with and adherence to AWS best practices

• Provide technical leadership in the deployment and configuration of Amazon Connect instances

• Develop and maintain scalable and robust architectures for applications that leverage Amazon Connect

• Integrate Amazon Connect with other AWS services like Lambda, S3, DynamoDB, Lex, and external systems to elevate the capabilities of contact center solutions

• Building web/mobile apps to improve agent/manager performance

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 e