Job Posting Title: Contact Center Voice Technology Leader
Location: Noida Sector 62
Shift and Schedule: 5 Days Office (Rotational)

Job Description 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 robust 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 Platfor

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