Contact Center Voice Technology Leader

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.

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.

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.

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