Who We Are
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 adaptable, supportive environment where your well-being is prioritized and your potential can thrive.

The Role
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

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