Associate Director, IT/Cloud Consulting, Amazon Connect Contact Center

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

This role is for you if you are passionate about modernizing the infrastructure and creating an exceptional employee experience - making their modern work life easier, simpler, more unified, and more secure. We are looking for people with strong consulting experience and technical acumen for all things Modern Workplace and End User Experience is our North Star in all that we do!

You will join our Kyndryl Consult organization and help deliver Cloud first, Remote first, Digital first solutions at scale and enhance resilience and security for our customers while optimizing costs.

You will Deliver consulting engagements for one or more of our Digital Workplace technologies and Platforms. As a IT Support Services Consultant and/or Service Desk modernization Consultant including Contact Center modernization, you will develop solutions that solve unique business needs and enable modern hybrid work technology.

Primary duties may include, but are not limited to:

• Lead role in the delivery of client consulting engagements for Digital Workplace including client workshops, capability assessments, maturity assessments, strategies, roadmaps, Migrate and implement complex solutions (Envision - strategy and roadmap, Design the architecture, Deploy, Implement, Accelerate Adoption, Evolve, continuous improvement).

  • Data Gathering & Analysis

  • Identifying Opportunities to Innovate & Transform

  • Conduct Workshops & Assessments

  • Journey Mapping

  • Gap Analysis

  • Build Future-state Strategies and Roadmaps (people, process, technology)

  • Advisory Solutioning & Proposals

  • Support/Create Business Case

  • Benchmarking

• Perform analysis of client's current state, define desired outcomes, define/revise user experience strategies, design conceptual solutions/plans/roadmaps that drive the adoption of relevant emerging technologies, automation, and improved processes onto the client's organization.

• Lead consulting engagement teams: structure and lead requirements analysis, plan for milestones, manage engagement outcomes, and oversee project team members to manage toward engagement outcomes.

• Articulate engagement findings, designs, recommendations, and roadmaps at executive levels. Deliver storyboard presentations to gain client commitment and buy-in.

• Contribute to the consulting knowledge base and methods with technique papers, work product descriptions, guiding principles, documents, and further the evolution of intellectual capital assets.

• Design, develop and deploy omni-channel customer experiences using Amazon Connect, including developing proprietary tools and services to extend the Connect platform

• This role involves working closely with clients and business teams to develop scalable and robust contact center systems that enhance customer experience

• Document architectures and procedures ensuring that they meet all applicable compliance requirements

• Support continuous improvement by investigating alternatives and technologies which improve the efficiency of the contact center

• Stay up-to-date with the latest updates and features from Amazon Connect and other AWS services

• Prepare and conduct presentations and demonstrations to clients to showcase system functionality and features

• Ensure compliance with and adherence to AWS best practices

• Provide technical leadership in the deployment and configuration of Amazon Connect instances

• Develop and maintain scalable and robust architectures for applications that leverage Amazon Connect

• Integrate Amazon Connect with other AWS services like Lambda, S3, DynamoDB, Lex, and external systems to elevate the capabilities of contact center solutions

• Building web/mobile apps to improve agent/manager performance

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 ofvaccinationto align with their respective COVID-19vaccinationpolicies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

• Consulting, Technical and Professional Expertise in IT Support Services, Service Desk Modernization, Cloud Contact Center Tools architect

• 3+ experience in Amazon Connect Contact Center operations and technology

• 5+ years experience working as a lead or senior consultant focusing on Digital Workplace Engineering technologies at an IT professional services firm or similar background in an IT role in a large enterprise

• 8+ years experience delivering consulting engagements for one or several of our Digital Workplace technologies with deep expertise implementing and managing IT Support services including Service Desk, Cloud Contact Center

• Deep understanding of call flows, IVR trees, email and chat channel designs and contact center operations

• Experience setting up Amazon Connect pilots and POC for solution evaluations and further migration to production solutions

• Hands on Experience with Amazon Connect and Amazon Lex

• Experience with intent analysis and conversational chatbots

• Experience with Teams, Zoom, Webex, Telephony implementation, configuration and automation

• Experience in providing technology architecture for Amazon Connect contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective

• Proven success in delivering capabilities in Amazon Connect and other Contact Center platforms

• Experience with both On-Premises and Cloud-based implementation of one or more major vendor offering

• Proficiency in building and implementing Amazon Connect CCaaS solutions

• Commercial modeling and sizing capabilities specifically around Amazon Connect Contact Centers

• Comprehensive understanding of Amazon Connect workforce management and performance metrics

• Digital Workplace technologies (Power BI, Power Virtual Agents, PowerApps, Power Automate).

• Experience of M365 platform to create Art of the possible Point of View after understanding business needs and translating those requirements into capabilities.

• Design and lead the migrations and modernization from on-premises to Cloud.

• Must have experience and skill level with contemporary engagement methods such as whiteboard, Mural workshops, hands-on demo's, prototyping and Proof of Concepts

• Experienced level skills with Design Thinking, Agile and DevOps methods.

• Excellent verbal, written and presentation skills

• Ability to effectively manage challenging situations without loss of focus when under pressure

• Ability to manage ambiguity, yet producing tangible results

• Ability to work collaboratively and productively with globally dispersed teams

• Self-driven, detail-orientated

Required Consulting Skills:

• Experience of Offering and Point of View developments

• Experienced skill level with contemporary engagement methods such as whiteboard, workshops, hands-on demo's, prototyping and Proof of Concepts

• Experienced level skills with Design Thinking, Agile and DevOps methods.

• Excellent verbal, written and presentation skills

• Self-driven, detail-orientated

• Ability to work collaboratively and productively with globally dispersed teams

• Ability to manage ambiguity, yet producing tangible results

• Ability to effectively manage challenging situations without loss of focus when under pressure

Preferred Consulting and Technical Experience

• Microsoft Modern Workplace portfolio: Office 365, Teams, Intune, Power Platform, Viva, OneDrive, and SharePoint

• At least one AWS Associate Level certification

Required Education

• High School Diploma/GED

Preferred Education

• Bachelor's Degree

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 learningprograms give you access to the best learning in the industry to receive certifications, includingMicrosoft, 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.