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.
• Commercial modeling and sizing capabilities for Amazon Connect Contact Centers.
• Comprehensive understanding of Amazon Connect workforce management and performance metrics.
• Experience with both on-premises and cloud-based implementations of major vendor offerings.
• Excellent verbal, written, and presentation skills.
• Ability to work collaboratively and productively with globally dispersed teams.
• Self-driven, detail-oriented, and able to manage ambiguity while producing tangible results.
• At least one AWS Associate Level certification is preferred.

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Additional ServiceNow Skills:

• Expertise in ServiceNow ITSM, including incident, problem, change, and service request management.
• Experience with ServiceNow CMDB and asset management.
• Proficiency in ServiceNow HR Service Delivery, including knowledge management and mobile applications.

Familiarity with ServiceNow's integration capabilities and API management.​

Additional ServiceNow Skills:

• Expertise in ServiceNow ITSM, including incident, problem, change, and service request management.
• Experience with ServiceNow CMDB and asset management.
• Proficiency in ServiceNow HR Service Delivery, including knowledge management and mobile applications.
• Familiarity with ServiceNow's integration capabilities and API management.

Service Desk Consulting Expertise:

• Experience in delivering consulting engagements for Service Desk modernization, including capability assessments, strategy development, and roadmap design.
• Proven track record in leading consulting teams and managing client engagements from requirements analysis to solution deployment.
• Ability to articulate engagement findings, designs, recommendations, and roadmaps at executive levels.

Experience with contemporary engagement methods such as whiteboard sessions, workshops, hands-on demos, prototyping, and proof of concepts.​

Education:

• High School Diploma/GED is required.
• Bachelor's Degree is preferred.

The compensation range for the position in the U.S. is $134,160 to $254,880 based on a full-time schedule. Your actual compensation may vary depending on your geography, job-related skills and experience.  For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.       
 

There is a different applicable compensation range for the following work locations:          

California:           $147,600 to $305,880   

Colorado:            $134,160 to $254,880                                                        

New York City:   $161,040 to $305,880   

Washington:       $147,600 to $280,320         

Washington DC: $147,600 to $280,320                                                        

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.  Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program. Applications will be accepted on a rolling basis.                      

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.