Job Posting Title: Contact Center Voice Technology Leader

Location: Noida Sector 62

Shift and Schedule: 5 Days Office (Rotational)

Summary:

We are seeking an experienced Contact Centre Technology Domain Lead to lead the strategy, operations, engineering, transformation, and service delivery of a large-scale global Contact Centre ecosystem supporting over 50,000 users across multiple geographic locations.

The ideal candidate will possess deep expertise in Contact Centre, Telephony, CCaaS, Recording, Workforce Optimization, and Contact Centre Integration technologies, coupled with solid leadership capabilities and experience managing large-scale operations for global BPO organizations serving domestic and international customers.

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.

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 optimization 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 Optimization Integrations
- Voice Analytics Solutions
- Contact Centre Integrations and Middleware

Solution Architecture & Engineering:

- Design and implement enterprise-scale Contact Centre technology solutions.
- Lead migration and modernization initiatives from on-premises to cloud platforms.
- Architect highly available, resilient, and scalable contact center 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.

Team 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 optimization.

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 investment.

📌 Contact Center Voice Technology Leader (Noida)
🏢 Kyndryl
📍 Noida