This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. 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 flexible, supportive setting 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 Conne
📌 Contact Center Voice Technology Leader (India)
🏢 Kyndryl
📍 India